ITSM Platform Lead: ServiceNow, PagerDuty & Governance

IO Tech Solutions Limited; Hong Kong; On-site; HKD 420,000 - 720,000; Full time

Job summary

IO Tech Solutions Limited is seeking an ITSM Engineer to lead administration, governance, and continuous improvement of enterprise ITSM platforms in a regulated environment. You will own ServiceNow and PagerDuty toolchains, ensuring Incident, Problem, Change, Request, and CMDB processes are efficient and compliant.

You will review and validate vendor deliverables, drive platform improvements, and produce dashboards using ServiceNow and Power BI.

Qualifications

• Minimum 3 years of ITSM platform administration or similar governance role.
• Fluency in Cantonese and written Chinese (Traditional) is required.
• Degree in IT/CS or related discipline; ITIL Foundation certification desirable.

Responsibilities

• Administer and govern ITSM platforms (ServiceNow, PagerDuty).
• Build and maintain reports and dashboards (ServiceNow, Power BI).
• Coordinate with vendors and system integrators, providing technical feedback and governance.
• Ensure changes align with architecture, security, and compliance standards before production.
• Drive continuous improvement of ITSM processes and toolchains.

Skills

ServiceNow administration

PagerDuty administration

Data reporting (Power BI)

Scripting (Python/JavaScript/PowerShel

ITIL concepts

Cantonese language

Education

Degree in IT/CS

ITIL Foundation (desirable)

Tools

Power BI

Job description

IO Tech Solutions Limited is seeking an ITSM Engineer to lead administration, governance, and continuous improvement of enterprise ITSM platforms in a regulated environment. You will own ServiceNow and PagerDuty toolchains, ensuring Incident, Problem, Change, Request, and CMDB processes are efficient and compliant.

You will review and validate vendor deliverables, drive platform improvements, and produce dashboards using ServiceNow and Power BI.