Ly Tran
@lytran
ITSM operations and ServiceNow automation assistant manager improving incident, change, and CMDB processes aligned with ITIL.
VietnamWhat I'm looking for
I’m an ITSM Operations and Automation Assistant Manager with hands-on experience managing ServiceNow processes across Incident, Problem, Change, and Configuration management. I focus on aligning ITSM operations with ITIL standards, IT governance frameworks, and business requirements while keeping services running smoothly.
In my current role, I manage day-to-day ITSM operations and continuously identify opportunities for improvement and automation—especially enhancing Change, Incident, and Asset Module capabilities in ServiceNow. I partner with IT and business stakeholders to provide ITSM best-practice guidance, maintain process/knowledge base content, and deliver monthly training to the required stakeholders.
Previously at Accenture, I led service delivery for Change, Incident, and Problem management, ensured compliance with standards and SLAs, and strengthened CMDB operations by developing the initial Data Model and driving data accuracy through compliance and workshops. Earlier roles across WE DIGITAL and KDDI strengthened my operational discipline, including SLA-focused troubleshooting, Root Cause Analysis (RCA), reporting against KPIs, and building clear technical documentation.
Experience
Work history, roles, and key accomplishments
ITSM Operations Assistant Manager
FWD Technology Vietnam
Feb 2025 - Present (1 year 3 months)
Managed day-to-day ITSM operations in ServiceNow, overseeing incident, problem, change, and configuration management. Aligned processes with ITIL and business requirements, drove continuous improvement/automation, maintained process and knowledge base documentation, and delivered monthly training to stakeholders.
Service Manager (ITSM)
Accenture
Aug 2022 - Jan 2025 (2 years 5 months)
Led ITSM service delivery by overseeing daily change, incident, and problem management on ServiceNow. Ensured 100% SLA compliance, achieved CSAT of 4.5/5, managed CMDB data model and workshops, and produced weekly/monthly KPI reports for internal and client teams.
Assistant Manager (ServiceNow)
WEE Digital
May 2020 - Jun 2022 (2 years 1 month)
Managed ServiceNow service request workflows, created reports, and ensured KPI and company framework alignment. Served as the primary point of contact for B2B clients, coordinated with the product team to support quality, and maintained process/system documentation.
Network Control Operator
KDDI Network
Feb 2018 - May 2020 (2 years 3 months)
Monitored network circuits and opened tickets in the ITSM system when alerts occurred, providing incident details and initial RCA. Conducted basic troubleshooting/fault analysis and maintained 100% SLA compliance while coordinating with global carriers and mentoring new team members.
Education
Degrees, certifications, and relevant coursework
Van Hien University
Orientation Study
2013 - 2017
Studied Orientation Study at Van Hien University from Aug 2013 to Aug 2017.
Tech stack
Software and tools used professionally
Availability
Location
VietnamAuthorized to work in
Job categories
Skills
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