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

Company Introduction: 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: "To Connect, Promote and Progress our 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: Job Responsibilities: 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