Business Intelligence HaNoi

Join our forward-thinking and innovative ITSM team. We are seeking a dedicated ITSM Development and Incident Support Senior Officer to enhance our service management processes and provide exceptional incident support to multi countries in the digital banking industry.

Responsibilities:

• Serve as the initial point of contact for incident response and resolution, ensuring high-quality support and minimal disruption while adhering to our Service Level Agreement (SLA) commitments to our clients.
• Join the incident management team to analyze incident trends, identify underlying issues, and recommend improvements to prevent future occurrences across product portfolio teams.
• Assist ITSM Lead to design, develop, configure, and maintain ITSM tools and modules, including incident, problem, service and change management including integration with other tooling systems.
• Create and maintain documentation for ITSM processes, procedures, and configurations.
• Provide training and guidance to users on ITSM tools and best practices.
• Participate in the continuous improvement of ITSM strategies and methodologies.

• Bachelor's degree in computer science, Information Technology, or related field.
• Minimum of 2 years of experience in ITSM development and incident management.
• Strong understanding of ITIL service management framework.
• Experience with ITSM tools such as ServiceNow, JSM (Atlassian is an advantage), or similar platforms.
• Proficiency in using integration and automation tools
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and collaboration skills.
• ITIL certification is preferred.

• Meal and parking allowance are covered by the company
• Full benefits and salary rank during probation
• Insurances as Vietnamese labor law and premium health care for you and your family without seniority compulsory
• Performance bonus up to 2 months
• 13th month salary pro-rata
• 15-day annual leave+ 3-day sick leave + 1 birthday leave + 1 Christmas leave
• SMART goals and clear career opportunities (technical seminar, conference, and career talk) - we focus on your development
• Values-driven, international working environment, and agile culture
• Overseas travel opportunities for training and working related
• Internal Hackathons and company's events (team building, coffee run, blue card...)
• Work-life balance 40-hr per week from Mon to Fri

• Meal and parking allowance are covered by the company
• Full benefits and salary rank during probation
• Insurances as Vietnamese labor law and premium health care for you and your family without seniority compulsory
• Performance bonus up to 2 months
• 13th month salary pro-rata
• 15-day annual leave+ 3-day sick leave + 1 birthday leave + 1 Christmas leave
• SMART goals and clear career opportunities (technical seminar, conference, and career talk) - we focus on your development
• Values-driven, international working environment, and agile culture
• Overseas travel opportunities for training and working related
• Internal Hackathons and company's events (team building, coffee run, blue card...)
• Work-life balance 40-hr per week from Mon to Fri