Senior Information Technology Officer (Customer Services/User Support Unit) (Role: ITSM)
Join to apply for the Senior Information Technology Officer (Customer Services/User Support Unit) (Role: ITSM) role at Hong Kong Baptist University.
Reporting to the Senior Information Technology Manager (Customer Services/User Support), the appointee will provide first-line support to the University community in using IT services for teaching, learning, and business operations.
Responsibilities:

Implement ITSM projects and maintain daily administration on the Service Now platform;
Develop and configure the Service Now platform to meet IT operational requirements;
Debug and resolve technical issues on the Service Now platform;
Create and execute test cases to ensure platform service quality;
Assist in conducting CAB meetings for management and user reviews;
Develop training materials, user guides, and knowledge articles to support IT staff and end-users;
Collaborate with IT teams to resolve major incidents and problems;
Ensure IT services align with business objectives and meet SLAs;
Monitor and report on IT service performance, identifying areas for improvement;
Coordinate with vendors for IT support activities;
Perform other duties as assigned by the supervisor.

Requirements:

Bachelor’s degree in Information Technology, Computer Science, or related field;
Minimum of five years relevant work experience;
Experience in developing on the Service Now platform and knowledge of ITIL best practices;
Familiarity with ITSM and ITOM processes;
Strong problem-solving skills with a technological and analytical mindset;
Excellent communication skills, both written and verbal;
Ability to work independently and under pressure, with a strong sense of responsibility.

Shortlisted candidates will be invited for a written test. The initial appointment is a two-year fixed-term contract, with re-appointment subject to performance. Salary will be commensurate with qualifications and experience.
Application Procedure:
Applicants should submit their applications via the HKBU e-Recruitment System. If not invited for an interview within 8 weeks, the application may be considered unsuccessful. For details on data privacy, visit here. The University reserves the right not to fill the position.
Review of applications is ongoing until the position is filled.
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