At a Glance
- Tasks: Support ITSM platforms, enhance user experience, and improve operational efficiency.
- Company: Join a leading global metals trading company with a focus on innovation.
- Benefits: Enjoy a competitive salary, professional development, and a dynamic work environment.
- Other info: Great opportunities for career growth in a fast-paced tech environment.
- Why this job: Make a real impact in IT service management while developing your tech skills.
- Qualifications: Degree in IT or related field; ITIL certification is a plus.
The predicted salary is between 33075 - 40425 £ per year.
Operational Resilience SM 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 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.
- 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.
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.
ITSM Analyst employer: HKEX
HKEX is an excellent employer, offering a dynamic work environment in London where innovation and collaboration thrive. Employees benefit from a strong focus on professional development, competitive compensation, and the chance to work on cutting-edge security projects that shape the future of network security. With a commitment to fostering a culture of inclusivity and growth, HKEX provides its team with the tools and support needed to excel in their careers.
