Goal of the Project:

• This position is to support PI-2026001project and on-going support of new on-premises ITSM system as part of Business-as-Usual (BAU) operations under ITSM Team.
• This position will work with other ITSM Team members to ensure ITSM processes and governance are met without compromise.
• Develop, integrate, and maintain on-premises ITSM system to enhance daily operational efficiency.
• Drive and streamline the ITSM processes to improve operational efficiency as well as exploring AIOPs for automation.
• Work with assignee to identify root cause of failed change and problem ticket to ensure similar issues can be avoided to ensure the good quality of change and successful change.

Primary Responsibilities:

• Support PI-2026001 Project on technical side.
• Provide technical support to newly deployed on-premises ITSM platform under PI-2026001 as on-going BAU activities.
• Modify ITSM workflow and create new workflow, service request, etc. for the new on-premises ITSM platform upon requests.
• Manage and deliver ITSM and IT Operations projects assigned.
• Maintain quality service by establishing and enforcing organizational standards.
• Coordinate with various teams, including but not limited to, application, infrastructure, operations, and vendors, in IT services delivery.
• Evaluate the latest technologies and provide recommendations on ITSM tools adoption and process improvement (e.g., AI Ops).
• Support various audits such as internal audit, external audits, KPMG audit, ISO 27001, etc.
• Work with the team for problem analysis, compilation of management & statistical reports/dashboards for management meetings and review.

Secondary Responsibilities:

• Assist in TCAB, DCAB and CAB meetings.
• Work with team-mates to reconcile and ensure CMDB accuracy and up-to-date.

• Mandatory (Essential):
  
  • Higher Diploma in Information Technology, Computer Science or equivalent
  • ITIL Certificate
  • 7+ years’ experience in ITSM process & governance
  • ITIL control & governance in Change Management, Problem Management, Incident Management, etc.
  • Sound knowledge and experience of auto-update CMDB.
  • Solid experience in IT Service Management knowledge and managing IT operations.
  • Sound skills of managing and tracking problem tickets, incident tickets, etc.
  • Self-initiative and work with passion, a can-do attitude with strong ownership.
  • Able to work independently and under pressure to meet defined schedule/deadline & KPIs.
  • Good team player, good interpersonal and communication skills in written and spoken English and Chinese preferably including Putonghua.
  • Good attitude and cross-team collaboration work.
  • Fluency in Cantonese & English
• Good to Have (Desirable):
  
  • Bachelor Degree in Information Technology, Computer Science or equivalent
  • PMP Certificate
  • BMC Helix Engineer certificate
  • ManageEngine Engineer certificate
  • Handling of various audits such as ISO 27001, internal audits, etc.
  • Well-verse with different ITMS tools such as BMC Helix, ManageEngine, ServiceNow, Cloudwise, etc.
  • Previous experience of implementing and leading AIOPs integration project
    
  • Fluency in Mandarin.