IT Service Quality Management Coordinator
RMIT University
Ho Chi Minh City
4 ngày trước

Overview : About RMIT Vietnam

About RMIT Vietnam

RMIT is a global university of technology, design, and enterprise. We’re global in footprint and even more importantly, we’re global in mindset.

We’re committed to making a positive impact wherever we go. The wider our reach, the deeper our connections, the greater our impact.

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University with 700 staff and 7,000 students, in three locations, and recently awarded one of the Best Companies to work for in Asia 2020.

From a media perspective RMIT Vietnam enjoys a 40% share of voice in the sector. It brings a world-class education and globalised study environment to the heart of Asia, offering programs in business, technology, communication, design, fashion, and English language.

It boasts an impressive range of extra-curricular activities that encourage students to innovate and network globally.

Degrees are awarded by RMIT in Australia and taught in English, enabling Vietnamese students (and visiting international students) the opportunity to receive an international education without having to leave home.

About IT Services

RMIT is one of Australia's major Information Communication Technology (ICT) investors and service providers. RMIT has a diversity of processing platforms, operating systems, applications and a large complex telecommunications network.

Information Technology Services (ITS) provides a range of IT services and support to the RMIT community. The services provided across the RMIT community vary in diversity and complexity, and include helpdesk and desktop support, ITS training, application support, computing facilities management and maintenance, project management and consulting services.

ITS is focused on proactively supporting RMIT by facilitating the effective use of ICT for the delivery of high-quality teaching, learning, research, academic and administrative activities.

In the information age, ITS recognises the important role that ICT services has in supporting RMIT's core business processes.

Position Summary

  • The position is responsible for monitoring ITS ticketing systems activities on ServiceNow by collecting and analysing data;
  • updating and advising informing relevant stakeholders; identifying the root cause leading to different types of incidents and then initiating corrective actions to address the issue in compliance with SLA about Release and Change Management, Configuration and Asset Management, Problem Management, and Incident Management.

    Your Responsibilities

  • Improve the efficiency of ticketing systems activities on ServiceNow, including managing time window for each level of service, identifying workflow for how the ticket was handled and responsibilities of each party, escalating tickets when additional support is required.
  • Act as the main point of information to collect and summary data, informing stakeholders in a timely manner; identifying the root cause leading to one or more incidents and then initiating actions to rectify the issue in compliance with SLA about Release and Change Management, Configuration and Asset Management, Problem Management, and Incident Management.
  • Coordinate with incidents response teams to resolve major incidents and restore business services for all ITS managed systems.
  • Understand, troubleshoot, and navigate through complex incidents and assign tasks to relevant stakeholders or escalate to the next level support group where needed.
  • Participate in the Critical Incident Response Team (CIRT) function to assist with the resolution of incidents as required.
  • Review records and processes of Change and Release management procedures through the relevant workflows. Participate in reviewing and implementing changes in systems / products / processes from RMIT Melbourne to RMIT Vietnam while minimizing disruptions and prevent potential problems or incidents.
  • Provide updates to key stakeholders regarding changes per periodically renewal process or when change request occurs.
  • Manage and maintain the Change Management Database updated after Changes and Releases management process to relevant stakeholders.
  • Ensure all data record about incidents / change requests / problems correct and up to date.
  • Collect and organize information before Change Advisory Board (CAB) meeting. Review agendas and record minutes of CAB meeting in conjunction with Forward Schedule of Changes.
  • Skills and Experience

  • Bachelor’s degree in information technology or relevant degree with at least 3 years of industry related experience in a similar role.
  • Knowledge of the ITIL framework. ITIL certification and training experience is desirable.
  • Demonstrated knowledge in : Release and Change Management, Configuration and Asset Management, Problem Management, and Incident Management.
  • Ability to convene and chair meetings with agenda, minutes and follow up actions.
  • Interpersonal skills, including negotiation, liaison, and cross-cultural communication.
  • Ability to identify opportunities and areas for improvements, and initiate, lead and implement change to achieve efficiency and continuous improvement.
  • Strong in time and workload management skills with demonstrated ability to prioritise effectively, manage multiple tasks, meet deadlines, and achieve required outcomes and effectively deliver results.
  • Culture

    Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact.

    RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.


  • Competitive VND salary (plus allowances) depending on proven track record in meeting all the key selection criteria.
  • 13th month Tet bonus + private medical insurance (for you and your dependents) + annual health check.
  • 20 days annual leave plus 5 days paid leave Xmas closure, plus public holidays and paid sick leave.
  • Unique opportunity to work within a multi-lingual, multi-cultural environment with creative and innovative committed colleagues.
  • Free use of onsite gym
  • Library on campus and online - access to RMIT Australia online library
  • Báo cáo công việc này

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