Description

• Configure & Enhance ITSM Modules
  Develop and optimize Incident, Problem, Change, and Request Management workflows in ServiceNow, ensuring alignment with ITIL standards and project's requirements. Focus on efficient workflows, forms, notifications, and integrations.
• Service Portal Development & UI Improvement
  Enhance the ServiceNow self-service portal for end-users, creating intuitive catalog items, knowledge base access, and custom front-end experiences using HTML/CSS/JavaScript.
• CMDB Maintenance & CSDM Alignment
  Maintain and extend the CMDB, ensuring data integrity and alignment with CSDM best practices. Configure discovery/integration points for CI data and guide service/infrastructure mapping.
• Technical Advisory & Collaboration
  Provide technical guidance during Agile ceremonies (story grooming, sprint planning, stand-ups, demos). Collaborate with IT team and solution architects to ensure best practice implementation.
• Documentation & Knowledge Transfer
  Prepare and maintain technical documentation, deliver comprehensive handover materials, and conduct walkthroughs to ensure knowledge transfer.
• Support & Quality Assurance
  Assist with unit and user acceptance testing, troubleshoot platform issues, and support stable operations during deployment windows.

• Extensive hands-on experience in ServiceNow configuration and development, especially ITSM modules, Service Portal, and CMDB.
• Strong proficiency in implementing ITIL-aligned processes within ServiceNow.
• Deep understanding of CMDB management and CSDM framework.
• Advanced scripting skills (JavaScript, Client Scripts, Business Rules, Flow Designer) and web technologies (HTML, CSS, Jelly/AngularJS).
• Excellent analytical and problem-solving skills for troubleshooting complex ServiceNow issues.
• Effective communication skills; able to explain technical concepts clearly and collaborate with stakeholders.
• Collaborative mindset, with willingness to mentor junior staff and integrate with client teams.
• Familiarity with regulatory/compliance aspects of change management in financial institutions is a plus.
• English is the primary working language; Cantonese or Mandarin proficiency is advantageous but not required.