Software Mind
201-500 employees
About Software Mind
Software Mind is a software development company founded in 1999, specializing in delivering custom IT solutions and software services to clients worldwide. The company focuses on providing high-quality software development, IT consulting, and digital transformation services across various industries including finance, healthcare, and telecommunications. With a strong emphasis on innovation and agile methodologies, Software Mind aims to help businesses optimize their operations and accelerate growth through technology. The company has grown steadily and maintains a skilled team of IT professionals dedicated to creating tailored software products that meet client-specific needs.
4 days ago
Software Mind [MMS] Service Operation Coordinator
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Description
- 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.
- You will coordinate and manage tickets in ServiceNow, ensuring proper prioritization, assignment, and flow through the queue.
- You will 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, and prepare clear, structured instructions and process documentation for the team.
- Additionally, you will design process graphs, charts, and visualizations to support the team's daily work, prepare presentations summarizing operational performance, improvements, and recommendations, and own the Monthly Service Review per client.
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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)
- 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
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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