Techtronic Industries Vietnam (TTI) ★ 3.2

Mô tả Công việc

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.
  • Provide expert-level support and guidance to junior IT service desk staff.
  • Collaborate with other IT teams and departments to resolve complex issues.
• ITSM Development & Management:
  • Develop, configure, and enhance modules on the ITSM platform.
  • Implement ITSM system upgrades, patches, and maintain integrations with other business tools.
  • Work closely with IT and business stakeholders to gather requirements and ensure ITSM System 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.