IT Service Management Process Coordinator - FTC 12 months

Overview

Fix-term contract for 12 months, full-time, hybrid.

Connecting clients to markets – and talent to opportunity.

With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors. Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth. 

Business Segment Overview: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Responsibilities

Position purpose: We are looking for an IT Service Management Process Coordinator who will ensure the effective, consistent, and compliant execution of core ITSM processes across the organization. This role focuses on maintaining process health, increasing adherence, and driving operational excellence through data-driven insights and continuous improvement.

As an ITSM Process Coordinator, you will work closely with product and service owners, operational teams, and leadership to make sure ITSM practices are well understood, properly followed, and continually optimized.

• Incident Management:

  • Work with product and service owners to ensure incidents are managed throughout their lifecycle, from identification, categorization, prioritization, assignment to resolution in respect to agreed incident management processes

  • Analyze and forecast incident trends impacting service availability

  • Assist the resolving teams and Incident Coordinators in major incident management process activities

  • Identify and report knowledge gaps to record repeatable procedures, allowing incident deflection

• Problem Management:

  • Work with product and service owners to ensure problems are managed throughout their lifecycle: problem identification, problem control and error control

  • Identify recurring incidents as a source of potential problem records

  • Maintain known error database

  • Facilitate problem review meetings

• Change Management:

  • Work with product and service owners to ensure changes are managed throughout their lifecycle, from creation, documentation, assessment, implementation to review

  • Analyze incident trends to identify volumes caused by unauthorized changes

  • Run Change Advisory Boards (CAB)

• Create and deliver reports of status, achievement, and trends against KPIs and Service Levels of ITSM processes

• Continually monitor processes to identify, assess, and manage improvement opportunities

• Ensure ITSM processes documentation is up to date, available and shared with stakeholders

• Promote, raise awareness, and educate on ITSM principles and practices to increase adoption of IT Service Management across the organization

Qualifications

To land this role you will need:

• You’ve got very good understanding of ITIL framework with demonstrated hands-on experience in implementing and coordinating ITSM processes in ITIL-oriented environment, with exposure to Incident, Problem, Change Management and CMDB.

• You’ve got good understanding of how to collect and analyze data, build a tailored operational report and drive a conclusion to enable data-driven decisions

• You know how to run goal-oriented meetings with senior stakeholders

• You’re interested in process management

• You’re passionate about identifying and managing improvements opportunities

• Knowledge of ServiceNow is a plus.

Working environment:

• Hybrid –  in our office at ul. Mogilska 35 (private parking for employees).

• FTC for 12 months.