FPT Telecom International is a member company of FPT Telecom, one of the leading telecom service providers in Vietnam. Established in 2008, FPT Telecom International offers IT infrastructure and managed services to help businesses compete more effectively.
FTI is seeking a highly motivated and skilled ITSM System Specialist to join our IT team. The ideal candidate will be responsible for the configuration, management, and continuous improvement of our ITSM tools and processes to ensure efficient IT service delivery.
I. Key Responsibilities:
- ITSM System Administration:Configure, manage, and operate various ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Jira Service Management, Service Desk Plus, etc.).
- IT Service Process Management:Implement, monitor, and continuously improve IT service processes aligned with ITIL standards (e.g., Incident, Problem, Change, Request, Asset/CMDB Management).
- Operational Support:Ensure the stable operation of ITSM systems, troubleshoot issues, perform upgrades, and optimize performance.
- System Integration:Integrate ITSM tools with other critical systems (e.g., Active Directory, CMDB, Monitoring tools, Email/SMS Gateway, ChatOps platforms).
- Reporting & Analytics:Develop dashboards, define KPIs, establish SLA/OLA metrics, and generate regular operational reports for management and stakeholders.
- User Training & Support:Provide guidance and support to various departments on the effective use of the ITSM system.
- Continuous Improvement:Propose and implement solutions to optimize service management processes and enhance user experience.
II. Requirements:
- Bachelor&aposs degree in Information Technology, Information Systems, or a related field.
- Strong understanding of the ITIL framework (ITIL Foundation/Intermediate certification is a plus).
- Proven experience working with at least one major ITSM system (e.g., ServiceNow, BMC, Jira, ManageEngine, Ivanti).
- Knowledge of IT infrastructure management (Server, Network, Cloud) and cybersecurity principles.
- Strong process analysis skills and ability to create clear documentation (SOPs, workflows, user guides).
- Excellent communication, teamwork, and time management skills.
Preferred (but not required) Qualifications:
- Scripting/automation skills (e.g., PowerShell, Python, JavaScript, API integration).
- Experience with CMDB implementation and configuration management.
- Familiarity with relevant international standards and certifications (e.g., ISO 20000, ISO 27001).
- Data analysis skills, including building reports with BI tools (e.g., Power BI, Tableau).
- Good English reading/writing skills and basic conversational ability.
