DevOps Engineer - ITSM - CVCC Vận hành phát triển hệ thống ITSM - TA165

• Develop, configure, and customize FreshService modules, workflows, and automation rules.
• Integrate FreshService with other enterprise applications (e.g., Jira, Microfocus OBM, Microsoft Teams, Azure AD).
• Build and maintain APIs, webhooks, and third-party integrations.
• Enhance the service catalog, self-service portal, and knowledge base with scripting and UI customizations.
• Collaborate with ITSM analysts, process owners, and stakeholders to translate business needs into technical solutions.
• Troubleshoot and resolve platform issues, bugs, and performance bottlenecks.
• Follow Agile/Scrum practices for project delivery.
• Document all development, configuration, and integration work for future reference.

1. Trình độ đào tạo

        Educational Qualifications

• Bachelor's degree in business management, financial, banking, computer science, information-technology, system analysis or a related study, or equivalent experience

2. Kiến thức/ Chuyên môn cần có

       Relevant Knowledge/ Expertise

• Proven experience as a FreshService Developer or in a similar ITSM development role.
• Strong understanding of FreshService platform capabilities and limitations.
• Proficient in JavaScript, Node.js, and RESTful APIs.
• Demonstrated proficiency in Project management tools
• Familiarity with ITIL processes (Incident, Change, Problem, Asset, Service Request).

3. Các kỹ năng/ Skills cần có

• Ability to demonstrate independent leadership, judgment, and decision making
• Ability to adjust to multiple and changing priorities, remaining flexible and open
• Ability to create and maintain cooperative working relationships with internal and external stakeholders of peer levels
• Excellent analytical and technical skills
• Excellent written and verbal communication skills
• Excellent planning and organizational skills
• Ability to design custom workflows and automation using FreshService Orchestration and Workflow Automator.
• Experience integrating with tools like Jira, Slack, Azure AD, and Microsoft 365 is a plus.
• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.

4. Các kinh nghiệm liên quan/ Relevant Experience

• Developed and customized ITSM tool modules, including service catalog, request forms, SLA configurations, and ITIL-based workflows (Incident, Change, Problem, Asset Management).
• Designed and implemented integrations with third-party tools (Jira, Azure AD, MS Teams) using REST APIs and Webhooks.
• Provided technical support and troubleshooting for platform issues, API errors, and automation failures.
• Created custom dashboards and reports to monitor SLA compliance, service performance, and user satisfaction

5. Các năng lực liên quan khác

• Organizationally savvy, with the ability to navigate organizational politics.
• Skilled at influencing, guiding and facilitating stakeholders and peers with decision making.
• Motivated and driven by achieving long-term business outcomes.
• Ability to work effectively in a team environment and cross-functional teams