Associate - IT Service Management Analyst - Technology Service Management - IT

We are seeking an IT Service Management Analyst to join our IT Service Management Operation Team under Technology Service Management. The successful candidate will support daily operations, including IT production incidents, problems, changes, IT accounts, and IT asset inventory, as well as provide improvement recommendations to the IT Service Management (ITSM) platform and account management platform.

Job Responsibilities:

• Manage daily IT Service Management operations, including Incident, Problem, and Change Management; lead incident response and stakeholder communication; and drive root cause analysis and problem resolution to prevent recurrence
• Ensure proper implementation and control of production changes according to policies, standards, and procedures
• Carry out daily operation on IT Service Management, Production Account activities, Identity Governance and Administration
• Maintain an inventory of privileged accounts and ensure proper use of these accounts with the aid of leading Privileged Identity Management (PIM) tool
• Carry out work on-site in some weekends to support IT teams on production change related activities
• Govern the IT asset inventory
• Automate and streamline daily BAU activities to improve operational efficiency
• Take part in the IT service management implementation from the process' aspect
• Occasional travel to Mainland China offices may be required to support cross-location IT operations and service management activities

Job Requirements:

• Strong knowledge of IT service management with three or more years' experience in incident, problem, change, identity and access, and asset management
• Degree in Computer Science, Information Systems, or related disciplines
• Experience in financial services or other highly regulated organisations is preferred
• Hands-on experience with leading ITSM / IGA solutions (e.g. SailPoint, ServiceNow, CyberArk)
• ITIL certification and practical knowledge of ITIL processes is an advantage
• Experience in automation and workflow optimisation within ITSM platforms, from a process ownership and continuous improvement perspective, is an advantage
• Experience with ITSM analytics, service performance reporting, or dashboards, including the use of tools such as Power BI or AI-enabled analytics tools, is an advantage
• Strong analytical, communication, documentation, and stakeholder engagement skills, with the ability to work independently with minimal supervision