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Service Management Analyst



Posted on Thursday, June 20, 2024

About Trustwave:

Trustwave is a leading cybersecurity and managed security services provider focused on threat detection and response. We uncover threats that others can’t and respond quicker than others can to protect against the devastating impacts of cyberattacks. We’re a world-class team of cyber consultants, threat hunters and researchers serving clients in 96 countries. At Trustwave, you can learn alongside the best, make a personal impact on a global scale, and solve new challenges every day. Learn more about us at https://www.trustwave.com.

About the Role

This position works Monday through Friday, 9:00AM to 5:00PM.

The Service Management Analyst will have responsibilities for owning, maturing, training, and implementing ITIL processes in a Managed Security Services organization. Within the ServiceNow platform focusing on developing automation to improve or replace existing processes and procedures to be more efficient and productive. Our mission is to improve quality of Service Delivery of our Managed Security Services organization.

Skills and Experience

  • Experience with ITIL process and implementation
  • Experience with processes designing and writing skills.
  • Experience in ServiceNow
  • Experience in Incident, Change, Problem and Major Incident Management
  • Meet with and provide technical assistance to stakeholders.
  • Analysis and documentation of current environment and the development of business cases to support overall efficiency of organization Managed Support Service systems and operations.

Soft Skills

  • Self-managed, but team oriented
  • Focus on business priorities
  • Communication skills
  • Interpersonal skills
  • Time management skills
  • Excellent analytical thinking and problem-solving skills
  • Strong project management skills and detail oriented
  • Proactive – Anticipate risks or issues and communicate them


  • A high school diploma or equivalent is required; a college or university degree is a plus.

What We Offer:

  • contract of employment
  • sport card/ co-financing of vacation
  • life insurance
  • medical insurance
  • lunch card
  • annual bonus
  • employee assistance program (EAP)
  • the employee pension scheme (PPE)

This is a remote opportunity open to anyone legally authorized to work in Poland. Guided by our flexible workplace philosophy, Moments That Matter, people gather in the office when in-person interaction is most impactful; full-time remote employees may be asked to travel occasionally based on the needs of the team and the business.

To All Agencies:

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.