Associate ITSM Process Specialist

oanda; Kraków; Hybrid; PLN 78,000 - 134,000; Full time

Job summary

OANDA is hiring an Associate ITSM Process Specialist in Kraków to support day-to-day IT Service Management operations. You will handle incidents, problems, and changes, ensuring SLA targets are met while documenting processes and reporting on performance.

The role combines on-site collaboration with the option for remote work on certain shifts. You will coordinate resolver groups, participate in CAB meetings, maintain CMDB data, and provide regular ITSM reports to stakeholders.

Qualifications

• Min. 2 years of experience in global Service Management, Helpdesk, or Technical Support.
• Experience in Incident management and Critical Incident management (or operational experience in a mission-critical environment).
• Fluent English.
• Willingness and full availability to work afternoon shifts (starting at 5:00 PM), participate in night on-call duties, and support weekend rotations.
• Ability to build strong relationships across a wide spectrum of stakeholders, including effective upward communication.
• Strong task prioritization skills combined with the ability to work autonomously.
• Capacity for fast learning to adapt quickly to evolving processes and dynamic environments.

Responsibilities

• Oversee Incidents through their lifecycle to ensure SLA adherence.
• Manage Problems through their lifecycle to ensure SLA are met and remedial actions are fully completed.
• Coordinate IT resolver groups and chair incident rooms during high or critical priority incidents.
• Communicate with senior management, internal functions and business stakeholders during high-priority incidents, provide updates to compliance, regulatory reporting and transaction reporting teams.
• Attend Change Advisory Board meetings and ensure change requests are properly logged, approved, and implemented.
• Contribute to maintaining accurate records of Incident, Problem, and Change Management processes.
• Maintain the Configuration Management Database accurately and in line with the CMDB process.
• Provide regular and ad-hoc ITSM reports to demonstrate the effectiveness of the processes.

Skills

Incident management

Problem management

Service desk

Stakeholder communications

Autonomous work

Time management

Fluent English

Education

ITIL Foundation Certification

Job description

Fancy helping to shape the future of FinTech?

We have always been innovators. In 1996 we were the first company to share exchange rate information, free of charge on the internet. Today, we are a world leading online trading group.

Join us to:

• Help build the future of online trading
• Be part of a culture driven by integrity and global impact
• Become part of an award-winning company - check out our full list of awards here

We are only as good as our people. Luckily, our people are the best. Join us!

How do we work?

Hi Everyone! As an Associate ITSM Process Specialist, you will support day-to-day IT Service Management operations, ensuring incidents, problems, and changes progress efficiently to meet SLA targets. You will handle routine ticket tracking, record-keeping, and High/Critical incident response while contributing to process documentation, compliance reporting and operational reporting. In this role, you will be based in Krakow as part of a small local team, supporting our global offices and workforce and reporting directly to the ITSM Manager.

We operate in a hybrid model with rotating morning, afternoon, and night shifts, as well as weekend support. To give you added flexibility, afternoon and night shifts can be worked fully from home.

In this role, you will:

• Oversee Incidents through their lifecycle to ensure SLA adherence.
• Manage Problems through their lifecycle to ensure SLA are met and remedial actions are fully completed.
• Coordinate IT resolver groups and chair incident rooms during high or critical priority incidents.
• Communicate with senior management, internal functions and business stakeholders during high-priority incidents, provide updates to compliance, regulatory reporting and transaction reporting teams.
• Attend Change Advisory Board meetings and ensure change requests are properly logged, approved, and implemented.
• Contribute to maintaining accurate records of Incident, Problem, and Change Management processes.
• Maintain the Configuration Management Database accurately and in line with the CMDB process.
• Provide regular and ad-hoc ITSM reports to demonstrate the effectiveness of the processes.

What skillset do you need to be successful in this role?

• Min. 2 years of experience in global Service Management, Helpdesk, Service Desk or Technical Support area.
• Experience in Incident management and Critical Incident management (or operational experience within a mission-critical environment).
• Fluent English.
• Willingness and full availability to work afternoon shifts (starting at 5:00 PM), participate in night on-call duties, and support weekend rotations.
• Ability to build strong relationships across a wide spectrum of stakeholders, including effective upward communication.
• Strong task prioritization skills combined with the ability to work autonomously.
• Capacity for fast learning to adapt quickly to evolving processes and dynamic environments.

Nice to have:

• Experience in Change, Problem, Service Request, or Configuration Management.
• ITIL V3 or V4 Foundation level certification.
• Knowledge of troubleshooting financial trading platforms and an interest in financial products.

At OANDA, to help us efficiently process applications, we use AI-driven tools to help source and rank candidates based on professional experience and skills. While these tools provide recommendations, our recruitment process remains human-centric: all final shortlisting and hiring decisions are made by OANDA team. You have the right to request a human review of your application. OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible. Learn more about our culture here . Review OANDA Privacy Policy and learn more about how we treat your personal data and protect your privacy.