Monthly Salary: Up to HK$35,000
Location: Kwun Tong
About the Role
We are seeking an energetic and detail-oriented ServiceNow Product Analyst to support the implementation and localization of ServiceNow Configuration Management Database (CMDB) and Vulnerability Response (VR) modules for our Hong Kong operations, built on our established Australia & New Zealand (ANZ) enterprise framework.
Acting as the vital bridge between local cross-functional teams (Cybersecurity, Infrastructure, Application Support, Service Desk) and our regional ANZ ServiceNow delivery team, you will drive business process mapping, requirements gathering, CMDB readiness, and UAT coordination to ensure end-to-end operational success.
Key Responsibilities
1. Product Analysis & Requirements Gathering
Partner closely with local Cyber Security, Infrastructure, Application Support, and Service Desk teams to elicit, validate, and document business and technical requirements.
Analyze existing ANZ ServiceNow workflows and define local functional specifications, user stories, and acceptance criteria for regional engineering teams.
Perform gap analysis between existing platform capabilities and Hong Kong operational requirements, recommending configuration and workflow enhancements.
2. CMDB Readiness & Vulnerability Management (VR)
Serve as the functional SME for CMDB structure and Vulnerability Response (VR) modules, ensuring configuration item (CI) relationships and core data attributes meet vulnerability remediation standards.
Establish clear operational processes, covering vulnerability assignment rules, remediation SLAs, escalation paths, and operational dashboards/reporting.
Facilitate stakeholder alignment sessions to clarify vulnerability ownership, CI data governance, and remediation responsibilities.
3. Testing & Implementation Coordination
Formulate SIT and UAT test plans, test scenarios, and detailed test cases.
Coordinate user testing, monitor execution, log defects, and follow up closely with technical teams to ensure timely issue resolution before go-live.
Support cutover planning, deployment validation, and production readiness sign-offs.
4. Change Management & Training
Prepare comprehensive user guides, standard operating procedures (SOP), and training materials.
Conduct knowledge transfer and training sessions for operational teams (Service Desk, Infrastructure, App Support) to ensure smooth platform adoption.
Requirements
Experience: Minimum 2–4 years of experience working with ServiceNow, with hands-on exposure to CMDB and/or Vulnerability Response (VR) modules (ITSM / SecOps experience is highly valued).
Technical & Process Understanding: Strong grasp of CI mapping, CMDB data integrity, asset lifecycle, and vulnerability remediation workflows (scanning integration, ticket assignment, and SLA tracking).
Communication Skills: Excellent verbal and written English communication skills; comfortable collaborating with remote cross-border technical and product teams (Australia / New Zealand).
Business Acumen: Demonstrated track record in gathering requirements, creating user stories, facilitating workshops, and coordinating UAT.
Certifications (Bonus): ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or ITIL v3/v4 certification is a plus.
What We Offer
Opportunity to work on an enterprise-scale, cross-regional ServiceNow SecOps & CMDB rollout.
Collaborative and international working environment.
Stable career progression with exposure to modern IT governance and cybersecurity frameworks.