Service Operations Coordinator

Job description, responsibilities and duties

Acts as the primary custodian of service stability and data accuracy. This role ensures that the lifecycle of IT services is managed through rigorous reviews and management of activities. A hybrid role focused on the intersection of service performance and infrastructure visibility. By mastering the ServiceNow CMDB, this role provides the visibility required to resolve incidents faster and manage services more proactively. It’s about building a foundation of data to drive operational excellence.

Primary Responsibilities

Operational Stability & Incident Control

• Proactively monitor Service Level Agreements (SLAs), intervening before a breach occurs. Closely
• work with Service Managers and Team Lead.
• Monitor team queues and participate on handover meetings to brief the incoming shift on "hot"
• tickets or unresolved high-priority issues.
• Lead Post-Implementation Reviews (PIRs) to identify not just what broke, but where the CMDB
• or Service Design failed. Coordinate work with Project team and Operations team.
• Identify recurring incidents that point to underlying structural problems in the environment and
• escalate them to Service Manager and Team Lead.
• Identifies structural improvements on the process that are related to poor performance, gaps, or
• process anomalies that prevent effective operations.
• Document management, Reporting, Onboarding & Training new team members,
• Gatekeeper role - making sure the work is distributed within the team

CMDB Governance & Data Integrity

• Ownership of ServiceNow CMDB related activities.
• Data Health & Auditing - track CMDB completeness, correctness, and compliance; perform regular
• check audits of Configuration Items (CIs).
• Manage the relationship between Design docs and the CMDB, ensuring that new assets are categorized and made active as soon as they are implemented.
  

Employee perks, benefits

​Financial benefits:
​• Variable yearly bonus depending on reaching company’s objectives,
​• Referral bonus,
​• Contribution to the 3rd pension pillar (1% of gross salary, without a need of employee contribution),
​• Childbirth bonus,
​• Financial contribution for meals

​Work-life balance:
​• Flexible working hours and hybrid working model (incl. home office),
​• 2 extra paid vacation days (on top of 20/25) per year after 2 years with the company,

​Wellbeing:
​• Multisport card,
​• Team-building program,
​• Company breakfast every Thursday (on-site),
​• Stocked kitchen with free drinks, freshly roasted coffee, and vitamin care packages (on-site),
​• Ergonomic work station (on-site),
​• Support with setting up the home office workplace,
​• Free bicycle garage (on-site),
​• Free parking space (on-site),
​• Work anniversary present and recognition rewards,

​Career plan:
​• Bonus based on performance,
​• Growth assessment,
​• Adaptation, training, and development program (upskilling and reskilling, certificates).​ 

Number of years of experience

3

Personality requirements and skills

• Already have been in an existing Incident Management or Change Management related role.
• Understand ICT industry well, preferably Unified Communications.
• Experience working with customer technology and support requirements (such as ServiceNow and Microsoft Solutions).
• Experience working with SLAs.
• Strong time management and communication skills. Ability to adapt and prioritize work independently in a dynamic environment.
• Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required.
• Must feel comfortable with discussing all areas of IT with different levels of seniority and converse clearly with all levels of IT competent users.
• Positive attitude towards customer service and demonstrate clear business focus and desire to work.
• Strong teamwork skills and able to work under own initiative when required.
• Strong stakeholder management skills and experience working with customer and third party suppliers to deliver products or services.
• Ideally ITIL qualifies, or at least understands the purpose and application of ITIL in the IT function.
• Excellent presentation and interpersonal skills, including effective verbal and written communication in English, and strong influencing and networking skills.
• 3-5 years experience in Incident or Change Management / IT field.