ITSM Engineer

The Opportunity

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

You will own the end-to-end ITSM toolchain—ServiceNow and PagerDuty—ensuring 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.

What You Will Do

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.

Key Success Factors

• 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.

What You Need to Succeed

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