Service Operation Coordinator

This is a fully remote position, open to applicants in Poland.

📋 Description

• Oversee and manage tickets in ServiceNow, ensuring proper prioritization, assignment, and flow through the queue.

• Recognize recurring patterns in ticket data and suggest enhancements to boost queue management efficiency.

• Identify and eliminate "noise" in the queue caused by incorrect monitoring configurations, collaborating with technical teams to rectify alert sources.

• Develop clear, structured instructions and process documentation for the team.

• Create process graphs, charts, and visualizations to facilitate the team's daily operations.

• Prepare presentations that summarize operational performance, improvements, and recommendations.

• Take ownership of the Monthly Service Review for each client – gathering, analyzing, and interpreting operational data.

• Work closely with a technical team, actively contributing to ongoing process improvements.

• Make informed operational decisions proactively, even when not all details are visible.

⛳️ Requirements

• Experience with ServiceNow or a similar ITSM/ticketing tool.

• Strong analytical skills with the ability to identify patterns and trends in operational data.

• High level of proactivity and ownership – able to take initiative and make decisions with partial information.

• Capable of producing clear documentation, process diagrams, and presentations (e.g., PowerPoint, Visio, or similar tools).

• Excellent organizational and time-management skills in a dynamic, queue-driven environment.

• Openness to change and commitment to continuous process improvement.

• Strong communication skills in both English and Polish (client-facing environment).

🏝️ Benefits

• Flexible employment and the option for remote work.

• Opportunities to work on international projects with leading global clients.

• Possibility of international business trips.

• A non-corporate atmosphere.

• Language classes available.

• Access to internal and external training.

• Private healthcare and insurance coverage.

• Multisport card benefits.

• Well-being initiatives.