IT Senior Service Desk Analyst (work mainly at District 9, HCM City)

Summary: We are seeking a highly skilled and experienced Senior IT Service Desk Analyst with strong development skills related to the ServiceNow ITSM system. The successful candidate will be responsible for managing advanced support queries, developing and implementing improvements to the ServiceNow ITSM system, and ensuring that our IT service support processes are optimized for business needs.
Responsibilities:

Service Desk Operations:
Handle escalated IT incidents and requests to ensure quick resolution.
Collaborate with other IT teams and departments to resolve complex issues.
Provide expert- level support and guidance to junior IT service desk staff.
ITSM Development & Management:
Implement ITSM system upgrades, patches, and maintain integrations with other business tools.
Develop, configure, and enhance modules on the ITSM platform.
Work closely with IT and business stakeholders to gather requirements and ensure ITSM System aligns with business needs.
Process & Strategy Development:
Document standard operating procedures and provide training to the team.
Drive continual service improvement initiatives.
Recommend and implement improvements to service desk processes and policies.
Reporting & Analytics:
Generate reports and dashboards to monitor service desk performance.
Use ServiceNow analytics to identify trends and areas for improvement.
Collaboration & Training:
Collaborate with other teams to improve end- to- end IT processes.
Mentor and train junior service desk analysts.
Other ad- hoc duties as assigned by manager.

Academic:
Bachelor’s degree or equivalent in Computer Science, Information Systems, or a related field.
Experiences/Competencies:
Experience:
Minimum of 3 years in an IT Service Desk, IT Technical Support or similar role.
Minimum of 3 years in developing, configuring, and administering any ITSM platforms such as ServiceNow, Ivanti, Freshworks…
Development Skills:
Proficiency in JavaScript, HTML, and CSS.
Knowledge in developing and customizing cloud based ITSM Portal widgets.
Experience with Flow Designer and IntegrationHub.
Best Practices & Methodologies:
Strong understanding of ITIL Framework.
Communication & Problem- solving:
Excellent troubleshooting skills.
Strong interpersonal and communication skills.
Certifications:
ServiceNow System Administrator certification is a plus.
ServiceNow Implementation Specialist or Application Developer certification is a plus.
ITIL v3, ITIL 4 is a plus.
Other Skills:
Fluent in English across reading, speaking, listening, and writing.

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Cập nhật gần nhất lúc: 2023-12-08 20:00:23