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:
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.
Assistwith system integrations and automation initiatives.
Support continual service improvement activities.
Work with stakeholders to gather requirements for tooling enhancements.
Identifyopportunities to improve user experience and operational efficiency
ServiceNow
Support the administration and configuration of the ServiceNow platform.
Maintain workflows,catalogitems, forms,groupsand user permissions.
Assistwith enhancements across Incident, Change, Problem, Request and CMDB modules.
Support testing and deployment activities for platform improvements.
Create andmaintainplatform documentation and process guides.
PagerDuty
Support administration of PagerDuty services,schedulesand escalation policies.
Assistwith onboardingnew supportteams and services.
Maintain integrations between PagerDuty and monitoring tools.
Support alerting improvements and operational reporting.
Reporting & Data Analysis
Build andmaintainoperational dashboards and reports.
Produce regular management information and KPI reporting.
Support reporting through ServiceNowandPowerBI
Perform data analysis toidentifyservice trends and improvement opportunities.
Ensure data quality across ITSM platforms.
Key Success Factors:
Delivery ofaccurateand 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.
Academicand Professional QualificationsRequired:
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,APIsand system integrations.
Experience producing reports and dashboards.
Desirable:
1-2 years' experience in an IT support, systems administration, servicemanagementor 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 learnnew technologiesand platforms.
Ability to work effectively in a fast-paced technology environment.
HKEX Group is a global exchange group, operating dynamic and integrated financial markets in Asia and Europe.
From our home in the financial hub of Hong Kong and an additional base in London, we provide world-class facilities for trading and clearing securities and derivatives in Equities, Commodities, Fixed Income and Currency.
Uniquely positioned at the intersection of Chinese and international capital flows, Hong Kong has long been Connecting China with the World. With the accelerated opening-up of China’s capital markets, HKEX continues to be at the forefront of this historic transition, which we believe will Shape the Global Market Landscape.
