LOCATION: HCMC/HN

JOB DESCRIPTION 

• Work directly with Japanese business users to gather, clarify, and analyze ITSM requirements.
• Lead requirement workshops for Incident, Problem, Change, Request, CMDB, and other ITSM processes.
• Create Basic Design (BD) and Detail Design (DD) documents for ServiceNow ITSM solutions.
• Translate business requirements into clear functional specifications for technical teams.
• Validate solution design to ensure alignment with ITIL standards and ServiceNow best practices.
• Support UAT planning, issue clarification, and functional verification with end users.
• Coordinate onsite with customer stakeholders to ensure smooth communication and project progress.

 REQUIRED SKILLS AND EXPERIENCE 

• 3+ years of experience in the ITSM domain (Incident/Problem/Change/Request; ITIL processes).
• Practical experience creating BD/DD documents for enterprise ITSM systems (ServiceNow preferred).
• Strong Japanese communication skills (N2 or N3), both verbal and written.
• Experience working directly with Japanese clients or Japan-based IT projects.
• Solid understanding of ITIL fundamentals.
• Ability to work onsite and collaborate with customer and internal teams.

PREFFERED SKILLS 

• ServiceNow certifications (CSA, CIS-ITSM) are a strong advantage.
• Experience in Agile/SCRUM projects.
• Familiarity with ServiceNow capabilities, limitations, and configuration workflow.

BENEFITS 

• Salary: Up to 60M (Gross)
• Probation salary is 100% of official salary
• 13th-month salary and performance review twice a year
• Bonus for special occasions each year (Labor Day, National Day, Solar New year, Lunar New Year)
• Project Bonus
• IT Certificate allowance (AWS/Azure, Outsystems, Salesforce, PMP, Agile/Scrum)
• Health Care Insurance
• Social, health and unemployment Insurance following Government policy
• Enjoy company summer trips and other team building activities held monthly and quarterly
• Work five days per week with flexible check-in time
• Professional, creative and dynamic working environment

CONTACT

• Send CV to: tuyendung@gem-corp.tech
• Hotline: +842466666100 (Recruitment Team)
• Facebook GEM Careers: https://www.facebook.com/tuyendungGEM
• LinkedIn GEM Careers: https://www.linkedin.com/company/gem-careers-hiring/