At a Glance
- Tasks: Support ITSM platforms, enhance user experience, and improve operational efficiency.
- Company: Join LME Group, a leader in industrial metals trading and clearing.
- Benefits: Enjoy a competitive salary, health benefits, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on continuous improvement and learning.
- Why this job: Make a real impact in a dynamic tech environment while developing your skills.
- Qualifications: Degree in IT or related field; experience in IT support is a plus.
The predicted salary is between 37800 - 46200 £ per year.
Operational Resilience SM Support
Shift Pattern
Standard 40 Hour Week (United Kingdom)
Scheduled Weekly Hours
Corporate Grade
F - Officer
Reporting Line
(UK Division) Information Technology
Location
UK-London
Worker Type
Permanent
LME
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
- Service Now
- Support the administration and configuration of the Service Now 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.
- Pager Duty
- Support administration of Pager Duty services, schedules and escalation policies.
- Assist with onboarding new support teams and services.
- Maintain integrations between Pager Duty 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 Service Now and Power BI.
- 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 Service Now 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.
- Service Now, Power BI or Cyber Ark 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 Service Now, Pager Duty, Cyber Ark or similar platforms desirable.
- Experience working within a regulated environment beneficial but not essential.
- Technical Skills
- Service Now administration and configuration.
- Reporting and dashboard development (Power BI, Excel, Service Now Reporting).
- Basic SQL and data analysis skills.
- Understanding of access management concepts.
- Knowledge of Pager Duty or similar event management platforms.
- Knowledge of Cyber Ark 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.
- #J-18808-Ljbffr
ITSM Analyst employer: Hong Kong Exchanges and Clearing Limited (HKEX)
At Hong Kong Exchanges and Clearing Limited (HKEX), we pride ourselves on being an exceptional employer, particularly for our Senior Network Security Architect role at the London Metal Exchange. Our dynamic work culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth and mentorship in a cutting-edge environment. With a commitment to excellence and a focus on employee well-being, HKEX offers a unique advantage for those looking to make a meaningful impact in the field of network security.
Contact Details:
Hong Kong Exchanges and Clearing Limited (HKEX) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land ITSM Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Hong Kong Exchanges and Clearing Limited (HKEX) values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Hong Kong Exchanges and Clearing Limited (HKEX) might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Hong Kong Exchanges and Clearing Limited (HKEX)!
✨Direct Apply to Hong Kong Exchanges and Clearing Limited (HKEX)
Let's not forget to apply directly through the Hong Kong Exchanges and Clearing Limited (HKEX) website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ITSM Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Hong Kong Exchanges and Clearing Limited (HKEX).
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Hong Kong Exchanges and Clearing Limited (HKEX). Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Hong Kong Exchanges and Clearing Limited (HKEX)
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
