ITSM Process Specialist

Everyone at OANDA is focused on our vision to transform how our customers can meet all their currency needs. We are revolutionising the world of currency trading by providing innovative trading experiences, currency data and analytics solutions. Dare to be open, bold, focused - own it and apply! The future is now! 

Join us and: 

• Work on an award-winning platform that processes billions of dollars every day.

• Be on a team that’s responsible for company-wide top priority projects.

• Boost your career in a FinTech company.

How do we work?

Our Service Management Team in Krakow is a part of OANDA's global Corporate Information Technology Department and plays a crucial role in OANDA's global IT operations. This role is responsible for executing and supporting IT Service Management (ITSM) processes, ensuring adherence to best practices and standards.

In this role, you will:

• Quickly determine the severity of Incidents, considering business impact and technical Complexity.

• Effectively coordinate the IT resolver groups working on the resolution of incidents.

• Manage all incidents through their lifecycle to ensure SLA’s are adhered to by teams.

• Deliver clear and accurate communication during high priority incidents to senior management and business stakeholders.

• Attend Major Incident & Problem reviews and provide feedback on how the service was restored.

• Ensure all problem records are logged and progressed with stakeholders.

•  Analyse the cause of the recurring incidents by following the Problem Management Methodologies.

• Lead technical conversations with various technical support groups.

• Provide training in ITSM to areas of IT that will benefit from it.

• Provide regular and ad hoc Incident, Problem and Change Management reports to demonstrate the effectiveness of the processes.

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals.

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences

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

• General Education: University / Postgraduate (master’s degree).

• 3+ Years’ experience in globally dispersed Service Management teams.

• ITIL V4 Foundation level (Minimum).

• Experience in Incident, Problem and Change Management in both B2B and B2C environments.

• Experience in managing a wide spectrum of stakeholders and showing an ability to manage upwards.

• Ability to manage, prioritize and successfully execute multiple tasks and activities.

• Experience in data analysis and trending with the ability to identify improvements and actions.

• Knowledge of troubleshooting financial trading platforms.

• Previous Major Incident experience or operational experience within a mission-critical environment.

• Experience working in a global organization and servicing high value/global customers in different geographical locations.

• Experience in delivering within a multiple-service support team, in a complex business Environment.

• Excellent communication in English.

Work environment:

• Morning and afternoon shifts on rotation basis.

• Weekend support on a rotation basis.

• Office and/or remote working environment.

• Ability to work flexible hours as required.

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.

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