IT Operations & Service Management Analyst - Financial Services

A leading financial services organisation is seeking an ITSM Analyst in Hong Kong to support and enhance its IT service management processes.

The role will work closely with technology, business and service delivery teams to ensure IT services are well controlled, reliable and continuously improved.

Key responsibilities:

• Manage and monitor core ITSM processes, including Incident, Problem, Change and Request Management
• Coordinate major incidents, ensuring appropriate escalation, communication and follow-up actions
• Review incidents and recurring service issues to identify root causes and improvement opportunities
• Support Change Advisory Board (CAB) activities, including change review, scheduling and risk assessment
• Monitor service performance, SLA achievement and operational trends through regular reporting
• Maintain accurate ITSM records, process documentation and operational procedures
• Work closely with infrastructure, application support, cybersecurity and business teams on service-related issues
• Support IT governance, risk, audit and regulatory requirements within a financial services environment
• Identify opportunities to improve ITSM processes, workflows and automation
• Support the effective use and ongoing enhancement of ITSM platforms and tools

Candidate profile:

• Degree in Information Technology, Computer Science or a related discipline
• Relevant experience in IT Service Management, IT Operations or Service Delivery, preferably within banking, insurance, asset management or other financial services
• Good understanding of ITIL practices, particularly Incident, Problem and Change Management
• Hands-on experience with ITSM tools
• Experience with SLA/KPI reporting, service reviews and operational reporting
• Good understanding of IT infrastructure, applications and production support environments
• Strong communication and coordination skills
• ITIL certification would be an advantage
• Experience with ServiceNow reporting, workflow improvement or automation would be an advantage
• Fluency in both Cantonese and English is required

About this company:

A leading financial services organisation with an international presence, it provides critical infrastructure and services that support efficient and trusted financial markets. Join a collaborative, purpose-driven environment where you can work with diverse teams, solve meaningful challenges and build your expertise while helping shape the future of financial services.

Keywords: ITSM Analyst, IT Service Management, ITIL, ServiceNow, Incident Problem Change Management

What’s next:

Ready to make an impact through IT service excellence? Apply now and help shape reliable, future-ready technology services!