Hong Kong Exchanges and Clearing Limited (HKEX)
ITSM Analyst
London
Posted about 19 hours ago
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Operational Resilience Support
Shift Pattern
- Standard 40 Hour Week (United Kingdom)
Scheduled Weekly Hours
- 40
Corporate Grade
- F - Officer
Reporting Line
- (UK Division) Information Technology
Location
- UK-London
Worker Type
- Permanent
LME
- LME Group is the world centre for industrial metals trading and clearing. Most of the world’s non-ferrous metals business is conducted in the LME. The metals community uses the LME, a member of HKEX Group, as a venue to transfer or take on price risk, as a physical market of last resort and as the provider of transparent global reference prices.
Responsibilities
-
ITSM Tooling Support
- Provide support for ITSM platform issues and service requests.
- Assist with system integrations and automation initiatives.
- Support continual service improvement activities.
- Work with stakeholders to gather requirements for tooling enhancements.
- Identify opportunities to improve user experience and operational efficiency.
-
ServiceNow
- Support the administration and configuration of the ServiceNow platform.
- Maintain workflows, catalog items, forms, groups and user permissions.
- Assist with enhancements across Incident, Change, Problem, Request and CMDB modules.
- Support testing and deployment activities for platform improvements.
- Create and maintain platform documentation and process guides.
-
PagerDuty
- Support administration of PagerDuty services, schedules and escalation policies.
- Assist with onboarding new support teams and services.
- Maintain integrations between PagerDuty and monitoring tools.
- Support alerting improvements and operational reporting.
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- Reporting & Data Analysis
- Build and maintain operational dashboards and reports.
- Produce regular management information and KPI reporting.
- Support reporting through ServiceNow and PowerBI.
- Perform data analysis to identify service trends and improvement opportunities.
- Ensure data quality across ITSM platforms.
Key Success Factors
- Delivery of accurate and reliable reporting.
- Effective support and maintenance of ITSM platforms.
- Improved data quality across ServiceNow and associated tooling.
- Timely completion of platform enhancements and support activities.
- Strong customer service and stakeholder engagement.
- Identification and implementation of continuous improvement opportunities.
- Successful support of audit and compliance requirements.
Academic and Professional Qualifications Required
- Degree in Information Technology, Computer Science, Data Analytics or related discipline, or equivalent practical experience.
- ITIL Foundation certification desirable.
- ServiceNow, Power BI or CyberArk certifications desirable but not essential.
- Commitment to continued professional development.
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Required Knowledge and Level of Experience
- Basic understanding of automation, APIs and system integrations.
- Experience producing reports and dashboards.
Desirable
- 1-2 years' experience in an IT support, systems administration, service management or analyst role.
- Understanding of ITIL Service Management principles.
- Experience using or supporting enterprise applications.
- Exposure to ServiceNow, PagerDuty, CyberArk or similar platforms desirable.
- Experience working within a regulated environment beneficial but not essential.
Technical Skills
- ServiceNow administration and configuration.
- Reporting and dashboard development (Power BI, Excel, ServiceNow Reporting).
- Basic SQL and data analysis skills.
- Understanding of access management concepts.
- Knowledge of PagerDuty or similar event management platforms.
- Knowledge of CyberArk or Privileged Access Management concepts.
- Understanding of workflow automation and process improvement.
Professional Skills
- Strong analytical and problem-solving abilities.
- Excellent organisational skills and attention to detail.
- Strong written and verbal communication skills.
- Ability to manage multiple tasks and priorities.
- Collaborative and team-oriented approach.
- Customer-focused mindset.
- Willingness to learn new technologies and platforms.
- Ability to work effectively in a fast-paced technology environment.
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Skills
ServiceNow
ITSM
PagerDuty
Power BI
Data Analysis
SQL
CyberArk
ITIL
Automation
API
System Integration
Reporting
Dashboard Development
Incident Management
Change Management
CMDB
Location