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IT Service Management Analyst

Kaunas - CUJO Baltic UAB


We are looking for an experienced IT Service Management Analyst with a background in service management to join our high performing engineering organization. As an IT Service Management Analyst at CUJO AI you will work collaboratively with our Cloud, QA, Security teams as well as our clients, users and fellow Client support engineers to handle queries and reported bugs, assure KPI’s of CUJO AI services and Client support KPI’s. You will be responsible for supporting B2B and B2C customers, escalating high severity issues, monitoring internal and customer system health status.

Also, it will be your responsibility to:

● Execute Service Management Standard Operating Procedures (SOP);
● Answer queries when it is from his/her field of competence;
● Facilitate updates to queries to other responsible teams/employees;
● Support B2B customers via designated communication channels (Phone, email, ticketing system, slack, etc.);
● Escalate high severity issues to responsible teams/employees;
● Monitor internal and customer system health status 24/7;
● Keeping the key stakeholders inside CUJO AI up to date about the incidents;
● Create and manage postmortems after the high severity issues aiming for an improvement plan;
● Support B2C customers;
● Schedule customer environment updates and upgrades;
● Monitor internal and customer system health status and escalate noticed issues.


● Significant experience in service management and customer support;
● Experience with production application systems monitoring;
● ITIL v2 knowledge or certification a plus;
● Good knowledge of tools and technologies used in the service domain areas: CyberSecurity, Networking, Customer Service;
● Fluent English (writing and speaking);
● Ability to learn quickly;
● Excellent written and verbal communication skills;
● A team player, who takes pride in producing superior results while contributing to a high-caliber team;
● Good incident response knowledge and sense of urgency in decision making;
● Good organization skills;
● Seeking for self-improvement.

● Experience or at least basic understanding of some programming languages;
● Knowledge of SOC2, and ISO/18 standards;
● Agile and Kanban process experience;
● Experience in Confluence products.

Company offers

●Offices in Vilnius and Kaunas
●Flexible working hours
●Opportunity to learn from highly skilled colleagues
●Ambitious projects and meaningful cause
●Calm and focused environment
●Conferences, training, books – anything for your development
●Benefits package that includes Private Health Insurance, Friday lunches, snacks, and more!


CUJO AI is a nextgen artificial intelligence company that provides cybersecurity and device management solutions for network operators worldwide.

We personalize and secure connected experiences. CUJO AI platform solutions are delivered as a SaaS for all home network devices. It analyzes vast amounts of local network data and then uses proprietary machine learning algorithms to power the features.

CUJO AI platform includes:
  • Advanced Device Identification
  • AI Security
  • Digital Parenting solutions

  • Recognized as a Technology Pioneer 2018 by the World Economic Forum
  • Listed as a “Vendor to Watch” and a “Cool Vendor in IoT Security” by an acclaimed research company Gartner.
  • Official Member of Forbes Los Angeles Business Council.

In May 2018, the company has closed a strategic Series B round, led by Charter Communications, valuing the company in excess of $100M. For more information about CUJO AI, please visit

CUJO AI employs a staff of 150+ professionals in 7 countries and 4 continents. CUJO AI is ISO certified.

Our solutions were recognized by the biggest telcos in the world:

Winner: GoIgnite Alliance (Deutsche Telekom, Singtel, Telefonica, Orange) - IoT Security 2017
Winner: Vodafone IoT challenge 2017
Winner: Best Security System, I&T Today’s Editor’s Choice, CEDIA 2017
Winner: Juniper Research Best Smart Home Consumer Product 2017
Runner-Up: British Telecom Infinity Lab Award 2016
Winner: Nokia Open Innovation Challenge 2016
Winner: Telecom Council SPIFFY Awards 2016: "Core Award for Best Fixed Telecom Opportunity"​
information about CUJO Baltic UAB
3898 €
Avg. salary gross
(3X higher than LT average)
Number of employees
500 tūkst.-1 mln. €
Revenue 2017 y.
Distribution of employees by salary (before taxes):
25% earn up to 2415 €
25% earn 2415-3493 €
25% earn 3493-5194 €
25% earn more than 5194 €

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