[MMS] Service Operation Coordinator

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox [MMS] Service Operation CoordinatorFull-timeCompany DescriptionSoftware Mind develops solutions that make an impact for companies around the globe. Tech giants & unicorns, transformative projects, emerging technologies and limitless opportunities – these are a few words that describe an average day for us. Building cross-functional engineering teams that take ownership and crave more means we’re always on the lookout for talented people who bring passion and creativity to every project. Our culture embraces openness, acts with respect, shows grit & guts and combines employment with enjoyment.Job DescriptionProject – the aim you’ll haveWe are looking for a Service Operation Coordinator to join our managed services team, supporting the day-to-day operation and continuous improvement of the service desk and ticket queue for our clients. The scope includes ticket coordination in ServiceNow, queue quality management, process documentation, and monthly service reporting, with a strong focus on identifying patterns and driving operational efficiency.Position – how you’ll contributeCoordinate and manage tickets in ServiceNow, ensuring proper prioritization, assignment, and flow through the queueIdentify recurring patterns in ticket data and propose improvements to increase queue management efficiencyDetect and eliminate "noise" in the queue resulting from incorrect monitoring configuration, working with technical teams to correct alert sourcesPrepare clear, structured instructions and process documentation for the teamDesign process graphs, charts, and visualizations to support the team's daily workPrepare presentations summarizing operational performance, improvements, and recommendationsOwn the Monthly Service Review per client – collecting, analyzing, and interpreting operational dataCollaborate closely with a technical team, contributing to continuous process improvementMake sound operational decisions proactively, even without full visibility into all detailsQualificationsExpectations – the experience you needExperience working with ServiceNow or a similar ITSM/ticketing toolStrong analytical thinking and ability to spot patterns and trends in operational dataHigh proactivity and ownership – comfortable taking initiative and making decisions with incomplete informationAbility 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 environmentOpenness to change and continuous process improvementGood communication skills in English and Polish (client-facing environment)Additional skills – the edge you haveExperience in a Service Operation / Service Desk / NOC environmentFamiliarity with ITIL or service management frameworksExperience with data analysis and reporting tools (e.g. Excel, Power BI)Basic understanding of monitoring tools and alerting configurationExperience working with technical/cloud infrastructure teamsAdditional InformationOur offer – professional development, personal growth: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 By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeI'm interestedRefer a friendshare this jobShare to WeChat×Copy the link and open WeChat to share.Copy to clipboardOpen WeChatShare to WeChat×Use Scan QR Code in WeChat and click ··· to share.