ITSM / ServiceNow Technical Support Engineer

We are looking for a technical ITSM / ServiceNow professional to support and maintain an enterprise ITSM environment.

This is a hands-on technical role, ideal for someone who understands ServiceNow beyond ticket handling and is confident working with external vendors and technical teams.

Key Responsibilities

• Provide technical support and administration for the ServiceNow / ITSM platform
• Support and troubleshoot Incident, Problem, Change, Request and CMDB-related functions
• Perform platform configuration, workflow enhancements and system troubleshooting
• Work closely with infrastructure, application and operations teams on ITSM-related issues
• Review vendor solutions, configurations and deliverables and provide technical direction and feedback
• Coordinate with external vendors and system integrators to ensure issues and enhancements are delivered properly
• Support testing, deployment and ongoing improvement of the ITSM platform
• Maintain technical documentation and ensure platform changes follow appropriate controls

Requirements

• 4+ years of relevant experience in ServiceNow, ITSM platform support, system administration or technical support
• Hands-on experience with ServiceNow administration / configuration
• Good understanding of ITSM processes including Incident, Problem, Change and Request Management
• Experience with CMDB, workflows, integrations or ServiceNow enhancements is highly preferred
• Strong troubleshooting and problem-solving skills
• Comfortable working with and providing technical direction to external vendors
• ITIL certification or ServiceNow certification is a plus
• Strong communication skills in English and Chinese/Cantonese

What we are looking for
A technically strong and proactive person who can take ownership, understand the technical details, challenge vendors when necessary, and drive issues through to resolution.

Environment Chinese Cantonese Support System Administration Technical Documentation Operations Ownership ITIL ServiceNow Deliverables Infrastructure Communication Skills Technical Support Vendors Troubleshooting Administration Testing Documentation English Communication Management