Service Desk Configuration Specialist (Managed Service Team)

VSOL provides top-notch services while strictly adhering to international standards. We remain in the public eye as experts in “the next big technologies”. VNG Solutions will provide you with a creative environment with an emphasis on B2B services, where you will have the opportunity to foster your abilities and learn about various technologies to advance your career.

As a Service Desk Configuration Specialist, you are responsible for configuring Service Management Systems from scratch, tailoring them to specific business and operational needs while supporting Application Managed Services (AMS). This role integrates technical expertise with ITILv4-aligned practices to ensure seamless service delivery, enhanced user experiences, and operational efficiency. By building and optimizing systems, the Specialist plays a critical role in aligning IT solutions with organizational objectives.

Responsibilities

Key Responsibilities (70%)

Service Management Systems Configuration and Implementation

Design, configure, and deploy Service Management systems, including workflows, issue types, service catalogs, and custom fields.
Set up permissions, roles, and automation rules to enhance efficiency and ensure secure operations.
Integrate Service Management Systems with other IT systems, such as monitoring tools, asset management platforms, and third-party applications.

Stakeholder Engagement

Collaborate with AMS teams, infrastructure support, and business stakeholders to ensure systems meet operational needs.
Act as a liaison with vendors and partners to resolve technical issues and manage system updates.

Process Design and Optimization

Analyze current business processes and recommend improvements to align with ITIL best practices.
Develop ITIL-compliant workflows for incident, problem, change, and request management within Jira Service Management.
Collaborate with stakeholders to identify key pain points and implement solutions to address them.

Support and Knowledge Management

Provide training and documentation for Service Management Systems users, administrators, and AMS teams.
Maintain a knowledge base of solutions, FAQs, and SOPs to support ongoing operations and training efforts.

Continuous Improvement

Analyze recurring Service Management Systems issues and implement process or configuration enhancements to improve resolution efficiency.
Identify and deploy automation opportunities to optimize routine Service Management Systems tasks.

And not limited to (30%)

Complying and contributing to IT policies, standards, Standard Operating Procedures (SOPs) and guidelines.
Self-studying and proposing valuable training courses (soft and hard skill), frameworks and best practices to Management team.
Volunteering to conduct internal training, working with sharing knowledge spirit and providing mentorship to junior support engineers.
Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up company’s culture.

Knowledge

ITIL framework: Familiarity with incident, problem, change, and event management processes.
Service Management Platforms: Proficiency in tools (e.g., Jira Service Desk, Managed Engine, ServiceNOW), or equivalent ITSM tools.
Application Managed Services: Understanding of AMS workflows, including ticket routing, request fulfillment, and escalation.
Integration Expertise: Knowledge of API-based integrations between Service Management tools and other systems.
Monitoring Tools: Basic familiarity with tools such as Splunk, Dynatrace, and SolarWinds for performance monitoring.
Cloud Platforms: General knowledge of AWS, Azure, or GCP and their impact on AMS.
Customer Service Principles: Awareness of best practices for client interaction and issue resolution.

Skills

Configuration Expertise: Ability to build Service Management Systems from the ground up with customized workflows and SLAs.
Automation: Proficiency in implementing automation for ticket routing, SLA escalations, and repetitive tasks.
Documentation: Skilled in creating detailed SOPs, knowledge articles, and training materials.
Reporting and Analysis: Ability to design dashboards and generate performance reports for KPIs.
Communication: Strong verbal and written skills for collaboration with stakeholders and training delivery.
Troubleshooting: Diagnostic skills for resolving technical and process-related issues effectively.

Abilities

Problem Solving: Proactive in identifying and resolving Service Management Systems inefficiencies.
Scalability: Designing systems to accommodate growing business and operational requirements.
Adaptability: Ability to work in dynamic environments with evolving technologies.
Attention to Detail: Meticulous in documenting processes and maintaining system configurations.
Collaboration: Capable of engaging cross-functional teams for seamless service delivery.

Educational Qualifications and Experience
Must have:

Int’l certified or hand-on >= 3 years’ experience in a Service Desk Configuration Specialist role, or a similar role, preferably in managed services or IT environments.
Proven expertise in building Service Management Systems (e.g., ServiceNow, Jira Service Desk, BMC) from scratch and aligning them with business needs.
ITIL Foundation knowledge and best practices.

Nice to have/Preferred:

Service desk platform certifications (e.g., Jira Administrator, ServiceNow Implementation Specialist).
Certifications on Monitoring tools (e.g., Splunk, Dynatrace).

Careers

Service Desk Configuration Specialist (Managed Service Team)

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