Assistant Manager, ServiceNow

Melco Resorts & Entertainment; Hong Kong; On-site; HKD 420,000 - 600,000; Full time

Job summary

Melco Resorts & Entertainment in Hong Kong seeks an experienced ServiceNow professional to own and optimize the platform. You will design solutions, set up and integrate applications, and guide users to maximize system effectiveness.

The role requires 3+ years with ServiceNow, strong ITSM/ITOM/PPM knowledge, and excellent English plus Cantonese/Mandarin communication. You’ll work in a dynamic environment with agile teams and vendor coordination.

Qualifications

• Minimum 3 years’ experience with ServiceNow.
• Experience with configuration, adaptation customization and integrations via REST, SOAP and email.
• Broad experience with ITSM, ITOM, PPM, HR modules.
• Knowledge in Discovery approaches and log analyses.
• Experience leading workshops and coaching less experienced analysts.
• Strong understanding of platform best practices and proposing improvements.

Responsibilities

• Design solutions and specifications to meet organizational needs.
• Set up, integrate and develop ServiceNow applications.
• Provide users hands-on guidance for effective system use.
• Analyze technical requirements and recommend efficient operation procedures.
• Ensure documentation, notification, escalation and tracking of all ServiceNow demands.
• Develop and enforce ServiceNow standards and procedures.
• Perform quality checks of day-to-day batch activities.
• Work in an Agile Project Management context with cross-functional teams.
• Lead internal development teams, partners and vendors.
• Monitor third-party providers to ensure service quality.
• Provide management feedback on new features and versions.

Skills

ServiceNow

ITSM

ITOM

HR

PPM

Automation

Agile

Education

Bachelor's degree in information technology

ServiceNow certification

Tools

REST

SOAP

APIs

Integration

Job description

Work with the IT management to identify and develop plans to meet the organization requirements into the platform

Report to the GSO director to ensure support of business needs, making sure that ServiceNow can be run smoothly in Melco Resorts & Entertainment

Primary Responsibilities:

The design of solutions and specifications according to the needs of the organization

Setting up, integrating and developing applications

Provide users hands-on guidance to ensure the system is used effectively and efficiently

Analysing technical requirements and making recommendations for more efficient and effective operation procedures

Ensuring proper documentation, notification, escalation, tracking and follow up of all ServiceNow demands

Develop and enforce ServiceNow standards and procedures

Perform quality check and verification of day-to-day batch or routine systems activities

Ability to work in a ‘Agile Project Management’ context with several people having different types of knowledge

Standards & Documentation: Accountable for the creation of key standards and documents

Help to leads internal development team, partners and vendors

Thirty party monitoring, assuring that the external provider is delivering a good service following Melco standards of quality

Provide management feedback about the new features, fixes and functionalities on each new version of the software

Qualifications:

Experience

Minimum 3 years’ experience with ServiceNow

Experience with configuration, adaptation customization of ServiceNow, including integration with other tools using REST, SOAP, e-mail, etc

Broad experience with different modules of the tool: ITSM, ITOM, PPM, HR, etc

Knowledge in Discovery approaches and techniques

Experience with troubleshooting and log analyses

Deep understanding of out-of-the-box APIs, taking advantage of the best usage of them

Experience leading workshops

Deep understanding of tool in all possible products and modules

Former experience coaching less experience analysts

Good understanding of the platform best practices

Previous experience analysing and proposing changes to improve the current setup

Education

Bachelor’s degree in information technology or equivalent relevant qualifications

At least one ServiceNow certification

Passionate by automation and digitalization

Ability to provide accurate timeframe for the proposed solutions

Strong analytic skills

Fluent in English and Cantonese/Mandarin

Ability to present ideas in user-friendly language to non-technical personnel and end users

Central, Central and Western District, HK

Sheung Wan, Central and Western District, HK