Our IT Service Management department is looking for process- driven, talented IT Service Management Specialists across three levels (I- III) to join our remote team. As an integral part of our team, you&039;ll be responsible for implementing, supporting, and continually improving our service management policies and processes. This role offers an exciting opportunity to shape the service management landscape within our organization, ensuring the highest standards of IT service delivery and operational excellence.
VNG Solutions is a subsidiary of VNG Corporation, a reputable Vietnamese provider of IT services and technology on a global scale. With its key markets in the Middle East, the US, and Europe, VNG Solutions&039;s headquarters in Vietnam is dedicated to providing enterprise- level services and empowering customers and society to advance decisively into the digital future.
We are dedicated to the development and well- being of our staff members while creating a supportive work environment that allows them to reach their greatest potential
VNG Solutions provides top- notch services while strictly adhering to international standards. We remain in the public eye as experts in "the next big technologies”. VNG Solutions will provide you with a creative environment with an emphasis on B2B services, where you will have the opportunity to foster your abilities and learn about various technologies to advance your career.
Responsibilities:
Prepare and participate in Change Advisory Board (CAB) and Technical Change Advisory Board (TCAB) meetings.
Develop strategies for application modeling, conduct data collection and analysis, and present reports for continuous improvement.
Lead initiatives in service configuration management (SCM) to model applications and services, enhancing change and incident management processes.
Define, document, oversee, and support IT Service Management (ITSM) policies, processes, and tools, focusing on areas such as change, release, asset, incident, and problem management, among others.
Participate in outage resolution, change management compliance, and problem investigations.
Document and track critical success factors, key performance indicators, and core operational metrics.
Manage problem records, encompassing both reactive and proactive problem management.
Drive the implementation of service improvement initiatives.
Conduct compliance audits, analyze data to identify trends, and develop actionable solutions.
