ServiceNow - Technical Analyst
- Hong Kong
- Permanent
- Full-time
- Date posted: 05/09/2025
- Job Type: Permanent
- Salary: $30000-$40000
- Location: , Hong Kong
- Provide Level 1 and Level 2 support for the ServiceNow platform, ensuring quick incident and request resolution.
- Serve as the initial contact for ServiceNow issues, performing basic troubleshooting and resolving common problems.
- Escalate complex issues to higher-level teams with detailed diagnostics and maintain communication with stakeholders.
- Diagnose and address platform challenges related to configuration, workflow, data management, upgrades, and performance.
- Optimize JavaScript functionalities across Client Scripts, UI Policies, and other components (JavaScript proficiency required).
- Manage integrations (REST/SOAP APIs, MID Server, email inbound) and monitor their health.
- Collaborate with IT teams to implement fixes, enhancements, and backlog items using ITIL-aligned processes.
- Monitor platform availability and performance; maintain logs, dashboards, and alerts for proactive issue detection.
- Operate within regulated environments, understanding compliance and documentation expectations for Financial Services Institutions.
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Proven experience in providing Level 1 and Level 2 support for ServiceNow in enterprise settings.
- Strong JavaScript skills essential for client and server-side scripting.
- Familiarity with core ServiceNow modules: Incident, Problem, Change, Request/Catalog, Knowledge, CMDB, and others.
- Understanding of ITIL processes and SLA management.
- Experience with SharePoint Online and JIRA/Confluence administration is a plus.
- Relevant certifications (ServiceNow CSA, ITIL 4 Foundation) preferred.
- Excellent problem-solving and communication skills; ability to thrive in a fast-paced environment.