Qredo is a decentralized digital asset management infrastructure and product suite designed to unlock new opportunities for institutional investors in digital assets and decentralized finance. Qredo’s Layer 2 blockchain protocol enables users to seamlessly transfer and settle BTC, ETH, and ERC-20 tokens. Assets are secured by Qredo’s advanced Gen 2.0 multi-party computation (MPC), which provides tier-1 bank security and institutional-grade governance.
Responsibilities
- Design, implement and own the IT Service Management (ITSM) processes and strategically drive their adoption and ITSM cultural transformation within the organization
- Produce and maintain all required policies, processes and procedures documentation related to Change Management, Incident Management, Problem Management, Service Request Management
- Develop and implement an overall ITSM training strategy and plan
- Lead the technical implementation of the ITSM tool and closely collaborate with the vendor to ensure all requirements and implementation best practices are successfully met
- Collaborate with the managed service provider, responsible for the technical operational support of the ITSM tool, to ensure service excellence and availability
- Define requirements for service enhancements and technical integrations of the ITSM tool, validate implementation, testing and release of new features
- Incident, Change and Problem management reporting and governance, including standard and ad-hoc reporting, analysis of trends, and management recommendations based on established KPIs and SLAs data
- Establish, plan, schedule and manage Change Advisory Board (CAB) meetings; ensure quality and timely review/approval of change records in accordance with established policies and standards
- Design, maintain and drive the adoption of a self-service request portal for the end users
- Lead the implementation and adoption of a Configuration Management Database (CMDB)
- Improve existing ITSM services and processes based on the customers’ feedback and needs
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Requirements
- 6+ years of relevant ITSM experience
- Bachelor’s degree in a relevant field is preferred
- Strong knowledge about Change, Incident, Problem, Service Request management processes, their implementation and day-to-day operations
- Experience with ServiceNow implementations, support and operations
- Strong knowledge of IT asset management
- Self-driven, able to work independently with minimal supervision, high sense of ownership
- Ability to clearly articulate technical concepts in a non-technical manner and communicate with a range of people at different levels within the organization
- Strong English written/verbal communications skillset
- ITIL certification would be considered as a plus
Qredo offers
- Flexibility to work from anywhere and possibility for international transfer
- Assistance with home office setup as well as offsite team building allowance
- Culturally diverse work environment (we speak 33 languages!)
- Great career development opportunities in a growing company
- Competitive compensation and benefits package within the industry
