ITSM / ServiceNow Technical Support Engineer

IO TECH SOLUTIONS LIMITED; Hong Kong; On-site; HKD 400,000 - 700,000; Full time

Job summary

IO TECH SOLUTIONS LIMITED is seeking a technical ITSM / ServiceNow professional to support and maintain an enterprise ITSM environment. This hands-on role goes beyond ticket handling and requires collaboration with external vendors and technical teams.

You will provide technical administration for the ServiceNow/ITSM platform, troubleshoot incidents, changes and CMDB, and coordinate with vendors to deliver enhancements.

Qualifications

• Experience with ServiceNow/ITSM platforms and administration.

Responsibilities

• Provide technical support and administration for the ServiceNow/ITSM platform.
• Support and troubleshoot Incident, Problem, Change, Request and CMDB functions.
• Perform platform configuration and workflow enhancements.
• Collaborate with infrastructure, application and operations teams on ITSM issues.
• Review vendor solutions and provide technical direction.
• Coordinate with external vendors and SI partners for timely deliverables.
• Support testing, deployment and ongoing improvement of the ITSM platform.
• Maintain technical documentation and ensure change controls.

Skills

ServiceNow

ITSM

Administration

Vendor coordination

Troubleshooting

EN/CN bilingual

Job description

We are looking for a technical ITSM / ServiceNow professional to support and maintain an enterprise ITSM environment.

This is a hands-on technical role, ideal for someone who understands ServiceNow beyond ticket handling and is confident working with external vendors and technical teams.

Key Responsibilities

• Provide technical support and administration for the ServiceNow / ITSM platform
• Support and troubleshoot Incident, Problem, Change, Request and CMDB-related functions
• Perform platform configuration, workflow enhancements and system troubleshooting
• Work closely with infrastructure, application and operations teams on ITSM-related issues
• Review vendor solutions, configurations and deliverables and provide technical direction and feedback
• Coordinate with external vendors and system integrators to ensure issues and enhancements are delivered properly
• Support testing, deployment and ongoing improvement of the ITSM platform
• Maintain technical documentation and ensure platform changes follow appropriate controls

Requirements

• 4+ years of relevant experience in ServiceNow, ITSM platform support, system administration or technical support
• Hands-on experience with ServiceNow administration / configuration
• Good understanding of ITSM processes including Incident, Problem, Change and Request Management
• Experience with CMDB, workflows, integrations or ServiceNow enhancements is highly preferred
• Strong troubleshooting and problem-solving skills
• Comfortable working with and providing technical direction to external vendors
• ITIL certification or ServiceNow certification is a plus
• Strong communication skills in English and Chinese/Cantonese

What we are looking for

A technically strong and proactive person who can take ownership, understand the technical details, challenge vendors when necessary, and drive issues through to resolution.