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The Support Engineer, IT Asset and Configuration Management is responsible for ensuring the smooth operation, maintenance, and optimization of IT systems, particularly during end-of-service transitions. This role involves analyzing data and trends to enhance end-of-service processes, ensuring efficient transitions and maintaining asset integrity. The engineer designs, implements, and maintains discovery processes to guarantee accurate asset visibility and data integrity, while providing technical support to optimize the Configuration Management Database (CMDB). Additionally, the engineer is tasked with maintaining and optimizing the CMDB, ensuring data accuracy, resolving issues, and supporting seamless IT operations.
Key Responsibilities:
-System Monitoring and Optimization: Monitor, maintain, and optimize systems to ensure smooth operations and effective end-of-service transitions.
-Data Analysis: Analyze data and trends to enhance end-of-service processes, ensuring efficient transitions and maintaining asset integrity.
-Discovery Process Design: Design, implement, and maintain discovery processes to ensure accurate asset visibility and data integrity.
-Technical Support for CMDB: Provide technical support to optimize CMDB performance.
-CMDB Management: Maintain and optimize the CMDB, ensuring data accuracy and resolving issues.
-IT Operations Support: Support seamless IT operations through effective system management and optimization.
-Data Analytics for Improvement: Perform data analytics to identify trends, patterns, and insights that drive continuous improvement in IT asset and configuration management processes.
Qualifications:
-Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
-Experience: At least 7 years of hands-on experience in IT Asset and Configuration Management.
-Communication Skills: Proficient written and spoken communication skills in Cantonese and English, with the ability to present ideas professionally.
-Technical Skills: Proven experience in system monitoring, maintenance, and optimization. Strong analytical skills with the ability to analyze data and trends. Experience with CMDB management and optimization. Excellent problem-solving skills and attention to detail. Strong communication and technical support skills.
Preferred Skills:
-ITIL Knowledge: Knowledge of ITIL 4 principles and practices.
-Project Methodology: Understanding of Agile/Scrum project methodology.
-End-of-Service Transition: Experience with end-of-service transition processes.
-Asset and Configuration Management: Knowledge of Asset and Configuration Management.
-Discovery Processes: Familiarity with discovery processes and tools.
-Data Analytics: Proficiency in data analytics tools and techniques.
-AI-Driven Knowledge Management: Experience with AI-driven knowledge management operations.