# ITSM Analyst [HKEX](https://www.jorb.ai/firms/hkex.md) · London · United Kingdom · [Operations](https://www.jorb.ai/jobs/operations.md) HKEX is hiring a ITSM Analyst in London. Posted 2026-08-19; applications close 2026-10-18. **Apply**: https://hkex.wd3.myworkdayjobs.com/HKEXCareerPage/job/UK-London/Operational-Resilience-SM-Support_R004343 Posted 6d ago. ## Role details ## Operational Resilience SM Support **Shift Pattern:** Standard 40-hour week (United Kingdom) **Scheduled Weekly Hours:** 40 **Corporate Grade:** F - Officer **Reporting Line:** (UK Division) Information Technology **Location:** UK - London **Worker Type:** Permanent **LME Group** is the world centre for industrial metals trading and clearing. Most of the world’s non-ferrous metals business is conducted in the LME. The metals community uses the LME (a member of HKEX Group) as a venue to transfer or take on price risk, as a physical market of last resort, and as the provider of transparent global reference prices. ## Responsibilities ### ITSM Tooling Support - Provide support for ITSM platform issues and service requests. - Assist with system integrations and automation initiatives. - Support continual service improvement activities. - Work with stakeholders to gather requirements for tooling enhancements. - Identify opportunities to improve user experience and operational efficiency. ### ServiceNow - Support the administration and configuration of the ServiceNow platform. - Maintain workflows, catalog items, forms, groups, and user permissions. - Assist with enhancements across Incident, Change, Problem, Request, and CMDB modules. - Support testing and deployment activities for platform improvements. - Create and maintain platform documentation and process guides. ### PagerDuty - Support administration of PagerDuty services, schedules, and escalation policies. - Assist with onboarding new support teams and services. - Maintain integrations between PagerDuty and monitoring tools. - Support alerting improvements and operational reporting. ### Reporting & Data Analysis - Build and maintain operational dashboards and reports. - Produce regular management information and KPI reporting. - Support reporting through ServiceNow and Power BI. - Perform data analysis to identify service trends and improvement opportunities. - Ensure data quality across ITSM platforms. ## Key Success Factors - Delivery of accurate and reliable reporting. - Effective support and maintenance of ITSM platforms. - Improved data quality across ServiceNow and associated tooling. - Timely completion of platform enhancements and support activities. - Strong customer service and stakeholder engagement. - Identification and implementation of continuous improvement opportunities. - Successful support of audit and compliance requirements. ## Academic and Professional Qualifications Required - Degree in Information Technology, Computer Science, Data Analytics, or related discipline, or equivalent practical experience. - ITIL Foundation certification desirable. - ServiceNow, Power BI, or CyberArk certifications desirable but not essential. - Commitment to continued professional development. ## Required Knowledge and Level of Experience - Basic understanding of automation, APIs, and system integrations. - Experience producing reports and dashboards. ## Desirable - 1-2 years’ experience in an IT support, systems administration, service management, or analyst role. - Understanding of ITIL Service Management principles. - Experience using or supporting enterprise applications. - Exposure to ServiceNow, PagerDuty, CyberArk, or similar platforms desirable. - Experience working within a regulated environment beneficial but not essential. ## Technical Skills - ServiceNow administration and configuration. - Reporting and dashboard development (Power BI, Excel, ServiceNow Reporting). - Basic SQL and data analysis skills. - Understanding of access management concepts. - Knowledge of PagerDuty or similar event management platforms. - Knowledge of CyberArk or Privileged Access Management concepts. - Understanding of workflow automation and process improvement. ## Professional Skills - Strong analytical and problem-solving abilities. - Excellent organisational skills and attention to detail. - Strong written and verbal communication skills. - Ability to manage multiple tasks and priorities. - Collaborative and team-oriented approach. - Customer-focused mindset. - Willingness to learn new technologies and platforms. - Ability to work effectively in a fast-paced technology environment. ## Applying to this role This ITSM Analyst role at HKEX runs through the firm's own careers portal and expects a CV and cover letter written specifically for the posting, not a portable submission carried across firms. Jorb AI's application agent tailors a CV and cover letter from your background to this posting and tracks the role alongside the rest of your applications. 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