ServiceNow Product Analyst

Salary: $34,000 – $35,000 per month

Job Overview:

The ServiceNow Product Analyst will support the implementation of the ServiceNow CMBD and Vulnerability Response (VR) modules in Hong Kong, leveraging the existing ANZ ServiceNow framework. The role will work closely with Cyber Security, Infrastructure, Application Support, Service Desk, and ANZ stakeholders to gather requirements, define business processes, coordinate testing, drive user adoption, and ensure successful implementation of vulnerability management workflows.

Responsibilities:

1. ServiceNow SME

· Architectural Guidance & Best Practices: Designing complex workflows and ensuring all customizations align with ServiceNow official best practices so that platform well prepared for future upgrades

· Advanced Customization & Integration: Handling heavy-lifting technical tasks such as complex JavaScript coding (Business Rules, Script Includes, Client Scripts) and integration ServiceNow with third party tools via REST/SOAP APIs.

· Escalation & Troubleshooting: Acting as the “last line of dense to solve critical platform bottlenecks, performance issues, or sever bugs that junior developers or administrators cannot fix.

· Requirements Translation: Meeting with business stakeholders to translate their business needs into scalable ServiceNow technical solutions.

· To support the documentation process for CMDB readiness activities and ensure required data attributes are captured for vulnerability management, as well as support all the activities across both the VR and CMDB workstreams to ensure successful delivery.

2. Business Analysis & Requirements Management

· Analyse and document the existing ANZ ServiceNow Vulnerability Response (VR) processes, workflows, and operating model.

· Engage with Service Desk, Infrastructure, Application Support, Cyber Security, and business stakeholders to gather, analyse, and validate requirements.

· Translate business requirements into functional specifications and user stories for implementation by the ANZ ServiceNow team.

· Perform gap analysis between ANZ capabilities and Hong Kong requirements, identifying process and configuration changes where necessary.

3. Process Documentation

· Support CMDB readiness activities and ensure required data attributes are captured for vulnerability management.

· Define and document vulnerability management processes, including assignment rules, remediation workflows, escalation paths, and reporting requirements.

· Facilitate workshops with stakeholders to align on vulnerability ownership, assignment groups, and operational procedures.

4. Testing & Validation

· Develop SIT and UAT test scenarios, test cases, and test execution plans.

· Coordinate and execute System Integration Testing (SIT) and User Acceptance Testing (UAT).

· Analyse test results, track defects, and work with technical teams to ensure timely resolution.

· Support production readiness assessment and implementation sign-off activities

5. Training & Change Management

· Plan and deliver training sessions for Infrastructure, Application Support, Service Desk teams.

· Develop user guides, process documentation, and training materials.

· Conduct knowledge transfer sessions.

Requirements:

· Experience with ServiceNow CMDB, Vulnerability Response (VR), or ITSM modules.

· Knowledge of vulnerability management processes.

· Strong in setup logic on Service modules on CMBD, VR

· Knowledge on vulnerability management, scanning, ticketing

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***Permanent Hong Kong Resident is preferred. Expected Salary in CV is needed for consideration***

All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients.