[MMS] Service Operation Coordinator

Software Mind

6h•Remote

About The Position

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.

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)

Nice To Haves

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

Responsibilities

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