Associate - IT Service Management Analyst - Technology Service Operations

We are seeking an Associate - IT Service Management Analyst to join our Technology Service Operations team. The successful candidate will support daily IT service management operations, including incident, problem, and change management, as well as provide improvement recommendations to the IT Service Management (ITSM) platform and account management platform.

Responsibilities:

• Manage daily IT Service Management operations, including Incident, Problem, and Change Management
• Lead incident response and stakeholder communication
• 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
• Automate and streamline daily BAU activities to improve operational efficiency
• Occasional travel to Mainland China offices may be required

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
• Strong analytical, communication, documentation, and stakeholder engagement skills