[MMS] Service Operation Coordinator

Software 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.

Project – the aim you’ll have

We 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 contribute

• 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

Expectations – the experience you need

• 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)

Additional skills – the edge you have

• Experience in a Service Operation / Service Desk / NOC environment
• Familiarity with ITIL or service management frameworks
• Experience with data analysis and reporting tools (e.g. Excel, Power BI)
• Basic understanding of monitoring tools and alerting configuration
• Experience working with technical/cloud infrastructure teams

Our 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