Sr. IT Service Management Analyst - 11294

2 hours, 57 minutes ago
Full-time
Senior
Project and Program Management
Coupa Software

Coupa Software

Coupa Software is the premier cloud-based finance platform, empowering companies worldwide to optimize spend, boost profits, and reduce costs with a comprehensive suite of modules.

Internet Software & Services
1K-5K
Founded 2006

Description

  • Lead the regular change review board to evaluate and approve planned changes.
  • Own the full incident management lifecycle, from detection and diagnosis through resolution and closure.
  • Conduct post-incident reviews and root cause analyses to prevent recurring issues.
  • Serve as the main point of contact during major incidents and coordinate resolution efforts across internal teams, vendors, and stakeholders.
  • Define, track, and report on KPIs for change, incident, and problem management performance.
  • Maintain detailed records and management reports covering trends, progress, and improvement initiatives.
  • Develop, implement, and refine ITSM processes and procedures to improve response times and service quality.
  • Collaborate with business units to align IT service management practices with business objectives.
  • Contribute to ITSM strategy, communication planning, and risk mitigation for organizational change initiatives.
  • Continuously monitor industry best practices and improve IT service management methodologies.

Requirements

  • 5-7 years of experience in IT service management, organizational development, or a related field.
  • Proven experience managing large-scale ITSM initiatives in complex environments.
  • Deep understanding of IT service management principles, methodologies, and tools.
  • Familiarity with ITIL, ADKAR, Prosci, or similar frameworks is highly desirable.
  • Strong verbal and written communication skills.
  • Ability to create clear, persuasive communications tailored to diverse audiences.
  • Strong analytical and problem-solving abilities with a data-driven approach.
  • Excellent relationship-building skills and ability to work effectively across all levels of the organization.
  • Relevant certifications such as ITIL, CCMP, PMP, or cloud certifications are highly desirable.
  • Flexibility to adapt to changing priorities, manage multiple projects simultaneously, and participate in an on-call rotation including weekends and holidays.

Benefits

  • Remote work opportunity in Poland.
  • Salary range of 173,000 zł - 241,467 zł a year.
  • Inclusive and welcoming work environment.
  • Equal employment opportunity practices.
  • Opportunity to work on globally impactful cloud operations and ITSM initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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