• Lead the Service Now and application development practices in the Corporate Systems team within Enterprise IT.
• Responsible for implementing and managing our IT process management tool including customization & configuration in support of service owners, process managers, and workflow automation requirements.
• Responsible for implementing and managing a continuous improvement process.
• Coordinates with process owners to regularly review and assess current performance levels and develop metrics for process and service delivery improvements.
• Responsible for developing and producing monthly, quarterly, and yearly IT process management key performance indicator (KPI) reports.
• Responsible for developing and maintaining an operational support training course for department staff providing education on the IT processes used by the organization.
• Help develop long-range plans to ensure effective business operations in responding to evolving customer requirements, trends/developments in the industry, and other relevant influences.
• A background in computer science, business, engineering, or other suitable disciplines.
• 3+ years’ relevant experience in an IT environment, including some experience in managing staff, and planning and managing business and operational performance.
• Thorough knowledge and understanding of IT operations and processes with experience in ITIL and other IT service management frameworks.
• Good understanding of Windows and Linux operating systems, web applications, scripting, and interpreted development languages.
• Strong knowledge of best practices related to Service Now and application development, system administration, and documentation.
• Experienced working with ServiceNow products as GRC, ESG, ITSM.
• Ability to communicate effectively both orally and in writing with technical teams and other co-workers, work to schedules, and adapt easily to changing priorities and business needs.
• Experience with annual business and resource planning, resource allocation, and budget management. Excellent customer service, and client management skills.
• Deep understanding of Incident, Problem, Service and Change Management (ITIL Certification/Training is preferred).
• Understanding of business requirements gathering
English
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
FPT Software is the leading software outsourcing company in Vietnam. With subsidiaries and offices in nine countries around the world (Japan, USA, France, Germany, Singapore, Malaysia, Australia, Thailand, and the Philippines) plus three development centers across Vietnam, FPT Software is serving more than 150 global customers from 20+ countries across four continents with multi-million dollar global projects we have successfully delivered to Hitachi, Neopost, Petronas, Deutsche Bank, and Unilever, among many others.
