Position Details
Position Title: Quality Coordinator
Division/ Centre: Operations
Department: IT Services
Campus Location: Based at the Saigon South campus, but may be required to work and/or be based
at other campuses of RMIT Vietnam.
Job Grade/ Classification: PSV5
Time Fraction: 1.0
RMIT University
RMIT is a global university of technology, design and enterprise. Our mission is to help shape the world through research, innovation, teaching and engagement, and to create transformative experiences for our students, getting them ready for life and work. One of Australia’s original educational institutions founded in 1887, RMIT University now has 82,000 students including 12,000 at postgraduate level.
The University enjoys an international reputation for excellence in professional and practical education, applied and innovative research, and engagement with the needs of industry and the cities in which we are located. With three campuses in Melbourne (Central Business District, Brunswick and Bundoora), two in Vietnam (Hanoi and Ho Chi Minh City) and a centre in Barcelona, Spain, RMIT is a truly global university. RMIT also offers programs through partners in Singapore, Hong Kong, mainland China, Indonesia, Sri Lanka, Belgium, Germany, Austria and The Netherlands, and enjoys research and industry partnerships on every continent.
RMIT prides itself on the strong industry links it has forged over its 129-year history. Collaboration with industry is integral to the University’s leadership in applied research and education, and to the development of highly skilled, globally focused graduates. We are a 5-Star university under the QS Stars international evaluation system, and are 21st in the world among universities less than 50 years old (2015 QS Top 50 Under 50 index).
RMIT is ranked among the world’s top universities in 23 of 38 assessed subjects (and all five faculty areas) featured in the 2017 QS World University Rankings by Subject. RMIT features among the world’s top 100 ranking in the 2017 QS subject rankings in Art and Design; Architecture and the Built Environment; Computer Science, Information Systems, Engineering (Civil and Structural); Engineering (Electrical and Electronic); Communication and Media Studies, Education, Business and Management Studies, and Development Studies. The University’s research was rated “well above world standard” in 13 research fields and “above world standard” in a further nine fields in the 2015 Excellence in Research for Australia evaluation. In the 2017 QS Graduate Employability Rankings, RMIT is ranked seventh in Australia and 71-80 in the world on the basis of employer reputation, alumni outcomes, partnerships with employers, employer-student connections and graduate employment rate.
RMIT Vietnam
RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community.
As an internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.
Degrees are awarded by RMIT University in Australia, allowing Vietnamese students to receive an overseas education without having to leave home. Given its international profile, RMIT Vietnam is also host to students from Australia and many other countries. All degree programs are recognised by the Vietnamese Ministry of Education and Training (MOET) and are subject to regulation by the Australian Tertiary Education Quality and Standards Agency. The academic programs span from vocational English through to undergraduate, post-graduate and Ph.D. programs. All teaching at RMIT Vietnam is in English.
Position Summary
The position is responsible for monitoring process of IT services, to ensure they are operated in SLA (service level agreement), follow RMIT framework; support and train colleagues as well as users to use tools properly and efficiently
Reporting Line
Reports to: Quality Management Team leader, ITS Services
Key Accountabilities
- Driving the efficiency and effectiveness of and compliance to: Release and Change Management, Configuration and Asset Management, Problem Management and Incident Management
- Support teams to resolve major incidents and restore business services.
- Monitor Incidents/Request progress to ensure they can be solved in SLA (service level agreement)
- Arbitrate issues between groups where call ownership is in question.
- Participate in the CIRT (Critical Incident Response Team) function to assist with the resolution of incidents as required.
- Provide regular concise and timely updates to key stakeholders as per the documented processes.
- Review all Change and Release Records and progress through the relevant workflows.
- Ensure CMDB (Change Management Database) is updated post Changes and Releases.
- Review PreCAB and CAB (Change Adviser Board) agendas and minutes in conjunction with FSC.
- Attend PreCAB and CAB meetings with all relevant resources.
Key Selection Criteria
1. A Bachelor degree in Information Technology or relevant degree with at least one years of industry related experience in a similar role.
2. Knowledge of the ITIL framework. ITIL certification and training experience is desirable.
3. Demonstrated knowledge in; Release and Change Management, Configuration and Asset Management, Problem Management and Incident Management.
4. Ability to convene and chair meetings with agenda, minutes and follow up actions.
5. Interpersonal skills, including negotiation, liaison, and cross-cultural communication.
6. Ability to identify opportunities and areas for improvements, and initiate, lead and implement change to achieve efficiency and continuous improvement.
7. 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.
8. Ability to display appropriate behaviours in line with the position, as per the RMIT Behavioural Capability
9. Framework (Connectedness, Commitment to Excellence – Improve and Simplify; Imagination and Innovation; Impact; Inclusion; Agility).
10. Strong communication style, both written and verbal.
11. Continual service improvement awareness.
English Proficiency
English is the language of teaching and communication at RMIT Vietnam. For this role, English proficiency will be required. Before an appointment can be made, RMIT Vietnam will need to assess your level of proficiency to ensure that you meet the required level of English, to be successful in this position.
Organisational Accountabilities
RMIT Vietnam is committed to the health, safety and wellbeing of its staff members. RMIT Vietnam and its staff members must comply with a range of Vietnamese legal and regulatory requirements, including foreign investment & business, import & export, contracts & commerce, banking, finance & foreign exchange, labour, taxation, land & premises, environment, and immigration. RMIT Vietnam expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.
Contact Information
Candidates please submit your CV to your email address: [email protected]
Contact: 0704 050 742 – Ms. Thao
