Associate - IT Service Management Analyst - Technology Service Management - IT

Location: Hong Kong SAR; onsite work in HK-DTH 9/F, including some weekends for production change activities. Occasional travel to Mainland China offices may be required.

Company

HKEX connects capital, ideas, innovation, and customers through Asia's capital markets and focuses on modernising core functions with technology.

What you will do

• Manage daily Incident, Problem, and Change Management operations, including incident response, stakeholder communication, root cause analysis, and recurrence prevention.
• Implement and control production changes in line with policies, standards, and procedures.
• Operate Production Account Management, Identity Governance and Administration, IT asset inventory, and privileged account controls using a leading PIM tool.
• Automate and streamline business-as-usual activities to improve operational efficiency.
• Contribute to IT service management implementation from the process perspective and recommend improvements to ITSM and account management platforms.
• Support onsite weekend production changes and occasional cross-location IT operations in Mainland China offices.

Requirements

• At least three years of experience in incident, problem, change, identity and access, and asset management.
• Degree in Computer Science, Information Systems, or a related discipline.
• Hands-on experience with leading ITSM or IGA solutions such as SailPoint, ServiceNow, or CyberArk.
• Strong analytical, communication, documentation, and stakeholder engagement skills, with the ability to work independently with minimal supervision.

Nice to have

• Experience in financial services or other highly regulated organisations.
• ITIL certification and practical knowledge of ITIL processes.
• Experience with ITSM automation and workflow optimisation from a process ownership and continuous improvement perspective.
• Experience with ITSM analytics, service performance reporting, or dashboards using Power BI or AI-enabled analytics tools.

Culture & Benefits

• Permanent, full-time employment with a standard 40-hour work week in Hong Kong SAR.
• Customer-service mindset, operational efficiency, continuous improvement, and respect for diverse perspectives are emphasised.
• Some weekend onsite work is required for production change activities, with occasional travel to Mainland China offices.