About this role

Duties & Responsibilities:

Partner with IT teams and vendors to design and enhance the self-hosted ITSM platform (ServiceNow) in accordance with business requirements and the ITIL framework.
Develop workflows and automation scripts to enhance operational efficiency and improve the end-user experience.
Integrate ServiceNow with adjacent internal systems to support the ITIL processes.
Own and manage the self-hosted ITSM infrastructure, including system administration, configuration, troubleshooting, upgrades, plug-in management, enhancements, and ongoing development.
Collaborate with vendors to support IT operations activities such as release management and configuration changes.
Create and maintain comprehensive documentation of the ITSM platform, covering system design, configuration, administration, and operational guides.

Essential
Strong hands-on experience with ServiceNow implementation, deployment, and administration.
Solid understanding of ITIL processes, particularly change management, asset management, and configuration management.
Proficiency in multi-platform OS system operation and administration.
Working knowledge of PostgreSQL for operational support and maintenance.
Bachelor's degree in Computer Science, Information Technology, or a related discipline.
Experience working with REST APIs to integrate ServiceNow with other infrastructure components.
Good written and verbal communication skills in Cantonese and English.
Ability to perform effectively under pressure, and carry out assigned tasks independently with minimal supervision.
Preferred
Experience managing self-hosted ServiceNow environments.
Experience in the financial services industry or other highly regulated sectors.

System Engineer – IT Service Management