Associate - IT Service Management Analyst - Technology Service Operations

Location: CN-Shenzhen-HyQ Shift: Standard - 40 Hours (China) Scheduled Weekly Hours: 40 Worker Type: Contract Job Summary: 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 Good command of written and spoken English. Cantonese is an advantage. Company Introduction: ITD SZ 港交所科技（深圳）有限公司，是2016年12月28日于深圳市前海自贸区成立的外商独资企业。 作为港交所的技术子公司，港交所科技（深圳）有限公司主要是为集团及其附属公司提供计算机软件、计算机硬件、信息系统、云存储、云计算、物联网和计算机网络的开发、技术服务、技术咨询、技术转让；经济信息咨询、企业管理咨询、商务信息咨询、商业信息咨询、信息系统设计、集成、运行维护；数据库管理、大数据分析；以承接服务外包方式提供系统应用管理和维护、信息技术支持管理、数据处理等信息技术和业务流程外包服务。 Hong Kong Exchanges and Clearing Limited (HKEX) is a publicly-traded company (HKEX Stock Code:388) and one of the world’s leading global exchange groups, offering a range of equity, derivative, commodity, fixed income and other financial markets, products and services, including the London Metals Exchange. As a superconnector and gateway between East and West, HKEX facilitates the two-way flow of capital, ideas and dialogue between China and the rest of world, through its pioneering Connect schemes, increasingly diversified product ecosystem and its deep, liquid and international markets. HKEX is a purpose-led organisation which, across its business and through the work of HKEX Foundation, seeks to connect, promote and progress its markets and the communities it supports for the prosperity of all. Discover the latest career opportunities and programmes at HKEX.