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IT - Senior ServiceDesk Analyst (Binh Duong & Quan 9, HCMC)


Work Location Ho Chi Minh (District 9)
Job Level Experienced (Non - Manager)
Job Type Permanent
Qualification Bachelor
Experiences 3 Years
Salary Negotiable
Industry IT - Software, IT - Hardware / Network
Deadline to Apply 31/10/2023
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Job Benefit

  • Laptop
  • Insurance
  • Travel opportunities
  • Employee Shuttle Service
  • Uniform
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Business Expense
  • Annual Leave

Job Description

Service Desk Operations:

•  Handle escalated IT incidents and requests to ensure quick resolution.

•  Provide expert-level support and guidance to junior IT service desk staff.

•  Collaborate with other IT teams and departments to resolve complex issues.

ServiceNow Development & Management:

•  Develop, configure, and enhance modules on the ServiceNow ITSM platform.

•  Implement system upgrades, patches, and maintain integrations with other business tools.

•  Work closely with IT and business stakeholders to gather requirements and ensure ServiceNow aligns with business needs.

Process & Strategy Development:

•  Recommend and implement improvements to service desk processes and policies.

•  Drive continual service improvement initiatives.

•  Document standard operating procedures and provide training to the team.

Reporting & Analytics:

•  Generate reports and dashboards to monitor service desk performance.

•  Use ServiceNow analytics to identify trends and areas for improvement.

Collaboration & Training:

•  Mentor and train junior service desk analysts.

•  Collaborate with other teams to improve end-to-end IT processes.

Other ad-hoc duties as assigned by manager.

Job Requirement

1. Education: Bachelor’s degree or equivalent in Computer Science, Information Systems, or a related field.

2. Experience: 

  • Minimum of 3 years in an IT Service Desk or similar role.
  • Minimum of 3 years in developing, configuring, and administering the ServiceNow ITSM platform or similar systems

3. Knowledge:

  • Proficiency in JavaScript, HTML, and CSS within ServiceNow.
  • Experience with ServiceNow's client and server scripting.
  • Knowledge in developing and customizing Service Portal widgets.
  • Experience with Flow Designer and IntegrationHub.
  • Strong understanding of ITIL Framework.
  • Familiarity with Agile and Scrum methodologies.

4. Functional Skills

  • Excellent troubleshooting skills.
  • Strong interpersonal and communication skills.
  • ITIL v3, ITIL 4 is a plus.
  • ServiceNow System Administrator certification is a plus.
  • ServiceNow Implementation Specialist or Application Developer certification is a plus.
  • Custom application development on ServiceNow.
  • Familiarity with ServiceNow's ATF.
  • Knowledge in using ServiceNow's Studio IDE.
  • Previous experience migrating instances and managing update sets. 
  • Fluent in English across reading, speaking, listening, and writing.

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