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

FA & IT

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.

Job tags: IT - Senior ServiceDesk Analyst IT - Senior ServiceDesk Analyst Binh Duong & Quan HCMC JavaScript HTML CSS ServiceNow Service Desk ITSM

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