ITSM Consultant

Swing Consulting Ltd.; Hong Kong Island; On-site; HKD 400,000 - 600,000; Full time

Job summary

A dynamic consulting firm is seeking an IT Services Management Analyst. The role includes assisting with incident and change management while performing data analysis and process improvements. Candidates should possess tertiary qualifications and at least three years of IT service experience, as well as fluency in English and Chinese. This position will offer an opportunity to enhance workflow automation and refine change management processes.

Qualifications

• 3 years equivalent work experience.
• Familiar with IT Service Management practices.
• Experience in data analysis is desirable.

Responsibilities

• Assist in IT Service Management including Service Desk operations.
• Prepare reports on data trends and perform in-depth analysis.
• Identify and drive system improvements for operational efficiency.

Skills

Data Analysis

Fluency in English

Fluency in Chinese

ITSM Practices

Education

Tertiary qualifications

Tools

Ticketing Tools

Job description

• Assist in IT Service Management, including Service Desk, Incident and Change Management, User Communication and System/ Data Monitoring Services
• Prepare reports on data trends and patterns
• Perform in-depth analysis to provide proactive insights on trending, identify underlying causes and potential areas of concern to key stakeholders
• Identify and drive system and workflow improvements to enhance the operation automation and self-service enablement
• Continuously review and identify opportunities to improve the change management process
• Facilitate in any assigned meeting to evaluate the change impact and readiness to mitigate risk
• 3 years equivalent work experience with tertiary qualifications
• Experience in data analysis is desirable
• Fluency in English and Chinese
• Familiar with ITSM practices and any ticketing tools