Incident & Management Improvement Specialist

ITConnect; Warszawa; Hybrid; PLN 140,000 - 200,000; Full time

Job summary

ITConnect seeks an IT Service Management professional to drive governance and continuous improvement within a Server Platform organization, bridging incidents, problems, changes, audits, and knowledge management to measurable business value.

The role will coordinate cross-functional investigations across Server, Network, Infrastructure, Security, and Architecture teams; manage improvement backlogs; and support audit readiness with thorough documentation and reporting.

Qualifications

• Strong background in ITIL practices, Problem Management, and Root Cause Analysis.
• Experience coordinating incident follow-up, audit readiness, or governance activities.
• Experience with ServiceNow, CMDB, and Azure DevOps or similar backlog/tools.

Responsibilities

• Drive Continuous Service Improvement initiatives across Server Platform teams (Windows and Linux).
• Maintain and improve improvement backlogs, prioritisation models, governance routines, and reporting.
• Coordinate review meetings and follow up on agreed actions, owners, and deadlines.
• Analyse operational trends to reduce incidents, improve efficiency, and mitigate operational risk.
• Lead or coordinate RCA activities for major incidents and recurring operational issues.
• Facilitate cross-functional investigations across Server, Network, Infrastructure, Security, Application, and Architecture teams.
• Document findings, corrective actions, and preventive measures; track remediation to completion.
• Review and improve operational processes, SOPs, standards, and governance controls.
• Support audit readiness activities and evidence collection.
• Maintain operational documentation and knowledge articles, improving structure and searchability.

Skills

ITIL processes

Root Cause Analysis

Stakeholder communication

Documentation

Analytical thinking

Tools

ServiceNow

CMDB

Azure DevOps

Job description

Drive operational excellence, service quality, governance, and continuous improvement across a Server Platform organization spanning both Windows and Linux teams. This role acts as the bridge that turns incidents, problems, changes, audits, and knowledge management activities into measurable business value.

• Service Improvement & Governance
• Drive Continuous Service Improvement initiatives across Server Platform teams (Windows and Linux)
• Maintain and improve improvement backlogs, prioritisation models, governance routines, and reporting
• Coordinate review meetings and follow up on agreed actions, owners, and deadlines
• Analyse operational trends to reduce incidents, improve efficiency, and mitigate operational risk
• Lead or coordinate RCA activities for major incidents and recurring operational issues
• Facilitate cross-functional investigations across Server, Network, Infrastructure, Security, Application, and Architecture teams
• Document findings, corrective actions, and preventive measures; track remediation to completion
• Process, Quality & Knowledge Management
• Review and improve operational processes, SOPs, standards, and governance controls
• Support audit readiness activities and evidence collection
• Maintain operational documentation and knowledge articles, improving structure and searchability
• Tooling, Reporting & Stakeholder Management
• Support ServiceNow, Azure DevOps, CMDB, and operational reporting initiatives
• Identify automation opportunities to reduce manual effort and improve consistency
• Work closely with operations managers, architects, service owners, and technical specialists across the organization
• Experience in infrastructure/server operations, IT service management, or a similar enterprise IT environment
• Strong background in ITIL practices, Problem Management, and Root Cause Analysis
• Experience with ServiceNow, CMDB, and Azure DevOps or similar backlog/workflow tools
• Experience coordinating incident follow-up, audit readiness, or governance activities
• Strong documentation, analytical, and stakeholder communication skills
• Comfortable working with both technical specialists and management stakeholders

To oferujemy:

• on-site presence at the Warsaw hub required every Wednesday