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WSF010 - ITSM OPERATION & AUTOMATION ASSISTANT MANAGER

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WSF010 - ITSM OPERATION & AUTOMATION ASSISTANT MANAGER

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IT

Middle/Senior

Ho Chi Minh City

Full-time

Responsibilities

  • Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management

  • Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements

  • Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics

  • Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies

  • Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud

  • Collaborate with IT and business stakeholders to understand their needs and expectations, and provide guidance and support on ITSM best practices and automation solutions

  • Manage the ITSM operations and automation team, including hiring, training, coaching, performance management, and career development

  • Manage the ITSM operations and automation budget, ensuring cost-effectiveness and alignment with IT and business objectives

Requirements

  • 5 years experience in ITSM operations and automation, preferably in a leadership role

  • Minimum 4 years experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms

  • ITIL V3/V4 Certification

  • Certified as ServiceNow – System Administrator (CSA)

  • Automation tools certification (e.g., Ansible, Terraform, UiPath, etc)

  • Bachelor's degree in computer science, information systems, engineering, or related field

  • Demonstrating experience working with the ServiceNow platform

  • Experience working in cloud environments like Azure and AWS and the integration with ServiceNow platform

  • Demonstrating experience working with automation tool

  • Ability to analyze, troubleshoot, and resolve complex software applications or integration-related problems

  • Strong communication, collaboration, and customer service skills

  • Applies standard methodology, techniques, procedures, and criteria

  • Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes, e.g. GenAI integration with MS OpenAI or NOW Assist in ITSM Pro

Benefits

Working location: Binh Thanh District, HCMC

Salary range: Negotiate

Infomation

Offered Salary

Negotiate

Skills

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