System Engineer – IT Service Management

Duties & Responsibilities:

• Partner with IT teams and vendors to design and enhance the self-hosted ITSM platform (ServiceNow) in accordance with business requirements and the ITIL framework.
• Develop workflows and automation scripts to enhance operational efficiency and improve the end-user experience.
• Integrate ServiceNow with adjacent internal systems to support the ITIL processes.
• Own and manage the self-hosted ITSM infrastructure, including system administration, configuration, troubleshooting, upgrades, plug-in management, enhancements, and ongoing development.
• Collaborate with vendors to support IT operations activities such as release management and configuration changes.
• Create and maintain comprehensive documentation of the ITSM platform, covering system design, configuration, administration, and operational guides.

Requirements:

Essential

• Strong hands-on experience with ServiceNow implementation, deployment, and administration.
• Solid understanding of ITIL processes, particularly change management, asset management, and configuration management.
• Proficiency in multi-platform OS system operation and administration.
• Working knowledge of PostgreSQL for operational support and maintenance.
• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• Experience working with REST APIs to integrate ServiceNow with other infrastructure components.
• Good written and verbal communication skills in Cantonese and English.
• Ability to perform effectively under pressure, and carry out assigned tasks independently with minimal supervision.

Preferred

• Experience managing self-hosted ServiceNow environments.
• Experience in the financial services industry or other highly regulated sectors.