Remote ITSM Process Specialist: Incident & Change Lead

OANDA Poland sp. z o.o.; Kraków; Hybrid; PLN 55,000 - 85,000; Full time

Job summary

OANDA Poland sp. z o.o. in Krakow is seeking an Associate ITSM Process Specialist to support day-to-day IT Service Management operations and ensure incidents, problems, and changes progress to meet SLA targets.

You will work with a local team while supporting global offices, in a hybrid model with rotating shifts; afternoon and night shifts may be done from home. The role requires 2+ years in global Service Management, strong Incident/Problem/Change capabilities, fluent English, and willingness

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 (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.
• 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

ITSM

Incident management

Problem management

Change management

Fluent English

Shift work

ITIL Foundation

Stakeholder communication

Tools

CMDB

Job description

OANDA Poland sp. z o.o. in Krakow is seeking an Associate ITSM Process Specialist to support day-to-day IT Service Management operations and ensure incidents, problems, and changes progress to meet SLA targets.

You will work with a local team while supporting global offices, in a hybrid model with rotating shifts; afternoon and night shifts may be done from home. The role requires 2+ years in global Service Management, strong Incident/Problem/Change capabilities, fluent English, and willingness