Senior Officer - ITSM Development and Incident Support

Top 3 Reasons To Join Us
Excellent environment and team to help you grow.
Competitive salary and learning culture.
Premium health care for you and your family.
The Job
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.
Your Skills and Experience
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.
Why You'll Love Working Here
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