Associate - IT Service Management Analyst - Technology Service Management - IT

Hong Kong Exchanges & Clearing Ltd; Hong Kong; Presencial; HKD 420.000 - 640.000; Jornada completa

Descripción de la vacante

Hong Kong Exchanges & Clearing Ltd is seeking an IT Service Management Analyst to join the Information Technology (TSO) team. The role covers daily IT service management operations including incident, problem and change management, production account activities, identity governance and administration, and asset inventory.

You should have 3+ years in IT service management, a degree in CS or Information Systems, experience with SailPoint, ServiceNow or CyberArk, ITIL knowledge, and a mindset for

Formación

• Three or more years of IT service management experience in incident, problem, change, identity and access, and asset management.
• Bachelor degree in Computer Science, Information Systems or a related discipline.
• Hands-on experience with ITSM/IGA solutions such as SailPoint, ServiceNow or CyberArk is preferred.
• ITIL certification and knowledge of ITIL processes is an advantage.

Responsabilidades

• Manage daily IT Service Management operations including Incident, Problem and Change Management; lead incident response and stakeholder communication.
• Ensure proper production change implementation and control according to policies and procedures.
• Operate Production Account activities, Identity Governance and Administration and IT asset inventory.
• Maintain privileged accounts inventory and support Privileged Identity Management tooling.
• Occasionally work on-site on weekends to support production change activities.
• Govern IT asset inventory and drive automation to improve BAU efficiency.
• Contribute to IT service management implementation from a process perspective.
• Occasional travel to Mainland China offices may be required to support cross-location IT operations.

Conocimientos

IT service management

Incident management

Problem management

Change management

Identity and access management

Asset management

ITIL

Automation

Analytics / dashboards

Stakeholder communication

Educación

Degree in Computer Science / Information Systems

Herramientas

SailPoint

ServiceNow

CyberArk

Power BI

Descripción del empleo

We’re home to Asia's most dynamic and vibrant capital markets.Connecting capital, ideas, inspiration and innovation for deeper, more diverse and liquid global capital markets; providing greater choice and opportunity for our customers, each and every day.

HKEX is a purpose-driven company. Our commitment to the long-term development of our business and our markets is articulated in our purpose: "ToConnect,PromoteandProgressour Markets and the Communities they support for the prosperity of all."

Job Summary:

IT Service Management Analyst - Information Technology (TSO)

HKEX strategizes to focus on applying new technologies to modernise our core functions in order to enable greater efficiency in our operations and deliver new services to our market. We are looking for a strong talent with IT services management knowledge and experience to join our IT Service Management Operation Team under Technology Service Management. This role is supporting daily operation include IT production incidents, problems, changes, IT accounts and IT asset inventory as well as providing improvement recommendation to the IT Service Management (ITSM) platform and account management platform.

The Technology Service Operations (TSO) covers Services Management processes including Incident Management, Problem Management, Change Management, Asset Management, Configuration Management Database, Production Account Management, Identify Governance and Administration. Candidate has relevant knowledge in these disciplines is an advantage.

Candidate should have a customer service mind-set to drive process improvement, push for operational efficiency and value.

Job Duties:

• Manage daily IT Service Management operations, including Incident, Problem, and Change Management; lead incident response and stakeholder communication; and drive root cause analysis and problem resolution to prevent recurrence
• Ensure proper implementation and control of production changes according to policies, standards and procedures
• Carry out daily operation on IT Service Management, Production Account activities, Identity Governance and Administration
• Maintain an inventory of privileged accounts and ensure proper use of these accounts with the aid of leading Privileged Identity Management (PIM) tool
• Carry out work on‑site in some weekends to support IT teams on production change related activities
• Govern the IT asset inventory
• Automate and streamline daily BAU activities to improve operational efficiency
• Take part in the IT service management implementation from the process’ aspect.
• Occasional travel to Mainland China offices may be required to support cross-location IT operations and service management activities

Job Requirements:

• Strong knowledge of IT service management with three or more years’ experience in incident, problem, change, identity and access, and asset management
• Degree in Computer Science, Information Systems, or related disciplines
• Experience in financial services or other highly regulated organisations is preferred
• Hands‑on experience with leading ITSM / IGA solutions (e.g. SailPoint, ServiceNow, CyberArk)
• ITIL certification and practical knowledge of ITIL processes is an advantage
• Experience in automation and workflow optimisation within ITSM platforms, from a process ownership and continuous improvement perspective, is an advantage
• Experience with ITSM analytics, service performance reporting, or dashboards, including the use of tools such as Power BI or AI‑enabled analytics tools, is an advantage
• Strong analytical, communication, documentation, and stakeholder engagement skills, with the ability to work independently with minimal supervision

HKEX is committed as an Equal Opportunity Employer. Diversity is one of our core values and we look to support, respect diverse perspectives, abilities, culture and experiences within our workplace.

Location:

HK-DTH 9/F

Shift:

Standard - 40 Hours (Hong Kong SAR)

Scheduled Weekly Hours:

40

Worker Type:

Permanent

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HKEX is committed as an Equal Opportunity Employer. Diversity is one of our core values and we look to support, respect diverse perspectives, abilities, culture and experiences within our workplace.

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