Process Management Specialist

Classy Wheeler Limited; Hong Kong; On-site; HKD 279,000 - 390,600; Full time

Job summary

A technology services company in Hong Kong is seeking an IT Specialist with a strong background in service management and process improvement. The role requires involvement in the entire IT service management lifecycle, translating business needs into technical solutions, and writing technical documents. Candidates should have a degree in a relevant field and at least 3 years of experience in the telecommunication industry. Multilingual skills in English, Cantonese, and Mandarin are essential.

Qualifications

• Minimum 3 years relevant experience in the telecommunication service industry.
• Practical experience in process and procedure management.
• Holder of ITIL foundation or above is preferred.

Responsibilities

• Take part in the entire IT service management lifecycle.
• Translate business requirements into technical solutions.
• Provide technical support to internal parties.

Skills

Interpersonal skills

Communication skills

Process management

Technical support

Problem-solving

Education

Degree in Operation Management, Business Administration, Information Systems, IT or related discipline

Job description

• Take part in the entire IT service management lifecycle on designing new and continuously review and improve existing end-to-end workflow and procedures
• Translate business requirements into technical solutions by defining project plan, designing service implementation workflow/process and testing scenario, and conducting UAT
• Initiate practical suggestions and ideas, such as automation, streamlining, centralization and outsourcing, to facilitate the daily operations to achieve high efficiency, low cost and adequate risk control
• Closely co‑ordinate and co‑operate with other departments for review and implementation of new workflow, procedures and systems
• Responsible for product integration with internal IT systems including but not limited to CRM, price management system, billing system and customer portals
• Responsible for writing service related technical documents
• Provide technical support to internal parties related to the IT services

Job Requirements

• Degree in Operation Management, Business Administration, Information Systems, IT or related discipline
• Minimum 3 years relevant experience, preferably in telecommunication service industry and with IT knowledge and background
• Practical experience in process and procedure management
• Mature, strong interpersonal and communication skills
• Holder of any project management or process improvement certification such as PMP, Prince2 or Six Sigma is a plus
• Holder of ITIL foundation or above is preferred
• Good command of spoken and written English, Cantonese and Mandarin
• Self‑motivated, passion in learning new technologies, able to work independently and willing to take up challenges
• Candidate with [more/less] experience will be considered as [Senior/Assistant] Specialist, Technology