Senior IT Officer (Customer Services/User Support) (Role: ITSM)

OFFICE OF INFORMATION TECHNOLOGY

Senior Information Technology Officer (Customer Services/User Support Unit) Role: ITSM ()

Reporting to the Senior Information Technology Manager (Customer Services/User Support)of the Office of Information Technology the appointee will provide the first line of support to the University community in the use of IT services for the purpose of teaching and learning as well as a business operation.

Responsibilities:

• Perform the implementation of ITSM project and maintain daily administrationon ServiceNow platform;
• Develop and configure ServiceNow platform to fit IT operations requirements;
• Debug and fix technical problems on ServiceNow platform;
• Produce and run test cases to guarantee platform service quality;
• Assist in conductingCAB meetings to facilitate the approval process from management and business user review;
• Create training materials user guides and knowledge articles to support IT staff and end-users in understanding and utilizing ITSM processes and tools effectively;
• Collaborate with IT teams to resolve major incidents and problems ensuring minimal impact on business operations;
• Work closely with the IT teams to ensure that IT services are aligned with business objectives and meet service level agreements (SLAs);
• Monitor and report on the performance of IT services identifying areas for improvement and implementing service enhancement initiatives;
• Work with vendor to perform IT support activities; and
• Perform ad hoc assignments and responsibilities requested by supervisor.

Requirements:

• A bachelors degree in information technology computer science or related discipline;
• At leastfive years or above of relevant work experience;
• Experience inthe development of ServiceNow platform and knowledge of ITIL processes and best practices;
• Familiar with IT Service Management (ITSM) and IT Operations Management (ITOM) processes;
• Excellent problem-solving skills with a technology-driven and analytical mindset;
• Good written and verbal communication skills with the ability to work under pressure; and
• Independent self-motivated quick learner good team player a strong sense of responsibility and able to work under pressure.

Shortlisted candidates will be invited to sit for a written test.

The initial appointment will be made on a fixed-term contract of two -appointment thereafter is subject to performance review and mutual agreement.

Salary will be commensurate with qualifications and experience.

Application Procedure:

Applicants are invited to submit their applications at the HKBU e-Recruitment System. Those who are not invited for interview 8 weeks after submission of the application may consider their applications unsuccessful. Details of the Universitys Personal Information Collection Statement can be found at University reserves the right not to make an appointment for the post advertised and the appointment will be made according to the terms and conditions applicable at the time of offer.

Review of applications is ongoing until the position is filled.