Service Operation Coordinator

🔥 22 minutes ago

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Software Mind

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

💰 Private Equity Round on 2020-12

Artificial Intelligence • SaaS • Telecommunications

Software Mind is a technology company that specializes in software development and digital transformation services. With a focus on AI and cloud solutions, the company offers a wide range of services including custom software development, mobile app development, and cloud consulting. Software Mind serves various industries such as financial services, telecom, biotech, and media, providing tailored solutions to accelerate digital transformations and business growth globally.

📋 Description

• Coordinate and manage tickets in ServiceNow, ensuring proper prioritization, assignment, and flow through the queue • Identify recurring patterns in ticket data and propose improvements to increase queue management efficiency • Detect and eliminate "noise" in the queue resulting from incorrect monitoring configuration, working with technical teams to correct alert sources • Prepare clear, structured instructions and process documentation for the team • Design process graphs, charts, and visualizations to support the team's daily work • Prepare presentations summarizing operational performance, improvements, and recommendations • Own the Monthly Service Review per client – collecting, analyzing, and interpreting operational data • Collaborate closely with a technical team, contributing to continuous process improvement • Make sound operational decisions proactively, even without full visibility into all details

🎯 Requirements

• Experience working with ServiceNow or a similar ITSM/ticketing tool • Strong analytical thinking and ability to spot patterns and trends in operational data • High proactivity and ownership – comfortable taking initiative and making decisions with incomplete information • Ability to prepare clear documentation, process diagrams, and presentations (e.g. PowerPoint, Visio, or similar tools) • Good organizational and time-management skills in a fast-paced, queue-driven environment • Openness to change and continuous process improvement • Good communication skills in English and Polish (client-facing environment)

🏖️ Benefits

• Flexible employment and remote work • International projects with leading global clients • International business trips • Non-corporate atmosphere • Language classes • Internal & external training • Private healthcare and insurance • Multisport card • Well-being initiatives