ITSM Analyst

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: 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.
• Knowledge 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.

Hong Kong Exchanges and Clearing Limited (HKEX) is a publicly-traded company (HKEX Stock Code:388) and one of the world’s leading global exchange groups, offering a range of equity, derivative, commodity, fixed income and other financial markets, products and services, including the London Metals Exchange. As a superconnector and gateway between East and West, HKEX facilitates the two-way flow of capital, ideas and dialogue between China and the rest of world, through its pioneering Connect schemes, increasingly diversified product ecosystem and its deep, liquid and international markets. HKEX is a purpose-led organisation which, across its business and through the work of HKEX Foundation, seeks to connect, promote and progress its markets and the communities it supports for the prosperity of all. Discover the latest career opportunities and programmes at HKEX.