ITSM Engineer

We are a premier financial institution seeking an ITSM Engineer to drive the administration governance and continuous improvement of our enterprise service management our highly regulated environment robust ITSM practices are not optionalthey are foundational to operational resilience and audit readiness.

You will own the end-to-end ITSM toolchainServiceNow and PagerDutyensuring that Incident Problem Change Request and CMDB processes run efficiently and are continuously enhanced. You will work closely with infrastructure application support security and business stakeholders to translate operational needs into platform configurations and process improvements.

Critically you will act as the internal technical authority providing clear direction to our external vendors and system integrators. You will not simply relay messages; you will review challenge and validate their deliverables ensuring every change aligns with our architecture security and compliance standards before it reaches production.

Platform Administration & Governance

• Administer and maintain the ServiceNow platform including user management roles groups and access controls.
• Configure and support ITSM modules: Incident Problem Change Request Knowledge Service Catalog and CMDB.
• Maintain data quality across key tables including CMDB ITSM and asset management.
• Support audit and compliance requirements through robust platform governance.

PagerDuty Operations

• Administer PagerDuty services schedules and escalation policies.
• Onboard new teams and maintain integrations with monitoring tools.
• Drive alerting improvements and operational reporting.

Vendor Direction & Technical Governance (Added based on requirements)

• Act as the primary technical counterpart to external ITSM vendors and system integrators.
• Direct vendors on configuration changes and platform roadmaps ensuring alignment with internal best practices.
• Challenge vendor designs and proposals that are suboptimal over-engineered or non-compliant pushing back with clear justified technical reasoning.
• Scrutinize all vendor deliverables (code configurations documentation) and hold them accountable for quality and stability.

Reporting & Insights

• Build and maintain operational dashboards and KPI reports using ServiceNow and Power BI.
• Analyse service trends to identify improvement opportunities.
• Produce regular management information for operational and leadership review.

Automation & Continuous Improvement

• Support automation initiatives and system integrations.
• Gather requirements from stakeholders for tooling enhancements.
• Identify opportunities to improve user experience and operational efficiency.
• Support testing and deployment of platform improvements.

• Accurate and reliable reporting delivered on schedule.
• Effective support and maintenance of ITSM platforms.
• Improved data quality across ServiceNow and associated tooling.
• Timely completion of platform enhancements.
• Strong stakeholder engagement and customer service.
• Continuous identification and implementation of improvements.
• Successful support of audit and compliance requirements.
• Confident vendor oversight ensuring external partners deliver to standard and on time.

Language (Strict Requirement)

• Fluency in Cantonese and written Chinese (Traditional) is a strict non-negotiable requirement. You will be required to review Chinese documentation communicate with local Cantonese-speaking stakeholders and produce bilingual process guides.

Experience

• Minimum 3 years of relevant experience in ITSM platform administration systems administration service management or a similar technical governance role.

Technical Hands-On Skills

• Strong hands-on experience with ServiceNow administration and configuration (workflows forms CMDB and core ITSM modules).
• Experience with PagerDuty administration (schedules escalation policies integrations).
• Proficiency in building reports and dashboards (ServiceNow Power BI).
• Basic scripting ability (Python JavaScript or PowerShell) for automation and API integrations.
• Solid understanding of ITIL Service Management principles.

Vendor & Stakeholder Management

• Proven experience managing external vendors system integrators or managed service providers.
• Ability to critically review vendor deliverables and provide authoritative technical feedback.
• Confidence to challenge senior vendor consultants/architects when their approach does not meet business or compliance needs.

Academic & Professional Qualifications

• Degree in Information Technology Computer Science or related discipline (or equivalent experience).
• ITIL Foundation certification highly desirable