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:
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
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Provide support for ITSM platform issues and service requests.
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Assist with system integrations and automation initiatives.
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Support continual service improvement activities.
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Work with stakeholders to gather requirements for tooling enhancements.
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Identify opportunities to improve user experience and operational efficiency
ServiceNow
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Support the administration and configuration of the ServiceNow platform.
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Maintain workflows, catalog items, forms, groups and user permissions.
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Assist with enhancements across Incident, Change, Problem, Request and CMDB modules.
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Support testing and deployment activities for platform improvements.
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Create and maintain platform documentation and process guides.
PagerDuty
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Support administration of PagerDuty services, schedules and escalation policies.
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Assist with onboarding new support teams and services.
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Maintain integrations between PagerDuty and monitoring tools.
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Support alerting improvements and operational reporting.
Reporting & Data Analysis
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Build and maintain operational dashboards and reports.
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Produce regular management information and KPI reporting.
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Support reporting through ServiceNow and PowerBI.
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Perform data analysis to identify service trends and improvement opportunities.
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Ensure data quality across ITSM platforms.
Key Success Factors:
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Delivery of accurate and reliable reporting.
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Effective support and maintenance of ITSM platforms.
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Improved data quality across ServiceNow and associated tooling.
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Timely completion of platform enhancements and support activities.
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Strong customer service and stakeholder engagement.
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Identification and implementation of continuous improvement opportunities.
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Successful support of audit and compliance requirements.
Academic and Professional Qualifications Required:
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Degree in Information Technology, Computer Science, Data Analytics or related discipline, or equivalent practical experience.
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ITIL Foundation certification desirable.
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ServiceNow, Power BI or CyberArk certifications desirable but not essential.
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Commitment to continued professional development.
Required Knowledge and Level of Experience:
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Basic understanding of automation, APIs and system integrations.
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Experience producing reports and dashboards.
Desirable:
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1-2 years' experience in an IT support, systems administration, service management or analyst role.
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Understanding of ITIL Service Management principles.
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Experience using or supporting enterprise applications.
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Exposure to ServiceNow, PagerDuty, CyberArk or similar platforms desirable.
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Experience working within a regulated environment beneficial but not essential.
Technical Skills
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ServiceNow administration and configuration.
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Reporting and dashboard development (Power BI, Excel, ServiceNow Reporting).
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Basic SQL and data analysis skills.
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Understanding of access management concepts.
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Knowledge of PagerDuty or similar event management platforms.
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Knowledge of CyberArk or Privileged Access Management concepts.
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Understanding of workflow automation and process improvement.
Professional Skills
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Strong analytical and problem-solving abilities.
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Excellent organisational skills and attention to detail.
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Strong written and verbal communication skills.
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Ability to manage multiple tasks and priorities.
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Collaborative and team-oriented approach.
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Customer-focused mindset.
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Willingness to learn new technologies and platforms.
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Ability to work effectively in a fast-paced technology environment.
ITSM Analyst employer: Hong Kong Exchanges and Clearing
The London Metal Exchange (LME) is an exceptional employer, offering a dynamic work environment in the heart of London, where innovation meets tradition in the world of industrial metals trading. As a Network Security Specialist, you will benefit from a culture that prioritises collaboration and professional growth, with opportunities to lead cutting-edge security initiatives while being supported by a diverse team of experts. The LME is committed to employee development and offers competitive compensation, including TOIL or overtime for additional hours worked, ensuring a rewarding and fulfilling career path.
Contact Details:
Hong Kong Exchanges and Clearing Recruitment Team
