ITSM Process Specialist - Hybrid (Evening/Night)

OANDA Corporation; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

OANDA Corporation in Kraków seeks an Associate ITSM Process Specialist to support day-to-day IT Service Management operations. You will handle incidents, problems, and changes, ensuring SLA targets are met, and contribute to reporting and compliance across global offices.

Based in Kraków with a hybrid model, you will work with a small local team and engage with senior stakeholders. Fluency in English and a proactive, learning-driven mindset are essential.

Qualifications

• Min. 2 years of experience in global Service Management, Helpdesk, Service Desk or Technical Support area.
• Experience in Incident management and Critical Incident management.
• Fluent English.
• Willingness and full availability to work afternoon shifts, night on-call duties, and weekend rotations.
• Ability to build strong relationships across a wide spectrum of stakeholders.
• Strong prioritization skills and ability to work autonomously.
• Capacity for fast learning to adapt quickly to evolving processes.
• 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.

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

Global Service Mgmt

Incident management

English fluency

Stakeholder communication

Task prioritization

Learning agility

Change management

Problem management

Configuration management

On-call readiness

Education

ITIL Foundation (V3/V4)

Tools

ITSM tools

Job description

OANDA Corporation in Kraków seeks an Associate ITSM Process Specialist to support day-to-day IT Service Management operations. You will handle incidents, problems, and changes, ensuring SLA targets are met, and contribute to reporting and compliance across global offices.

Based in Kraków with a hybrid model, you will work with a small local team and engage with senior stakeholders. Fluency in English and a proactive, learning-driven mindset are essential.