Consultant Specialist, HSBC

HSBC

Location:
China, Guangzhou

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

Save Job

Apply Position

Job Description:

We are currently seeking an experienced professional to join our team in the role of Consultant Specialist. Key responsibilities include incident management, problem management, availability management, documentation updates, service improvement, and project management activities. This role also involves ensuring adherence to ITIL process standards and continual improvement of service management practices.

Job Responsibility:

Incident Management: Provide 24*7 support in managing all incidents reported for the PayMe team
Co-ordinate with the support teams for triage and manage communication with various stakeholders throughout the lifecycle of the incident
Problem Management: Ensure all incidents have a problem ticket logged and subsequent actions followed up with the ITID Problem Management team and the involved support teams
Responsible to manage SLAs and target times set for each problem ticket
Availability Management: Liaise with the Global Outage management team to ensure all complete/degraded outages are captured accurately for reporting purposes
Documentation Management: Makes updates to the support model and other documentation to accurately reflect the current application functionality
Understand current Service Management tool sets
Subject Matter Expert on defined Process and Tool(s) interactions and flow
Assist with leading Service Improvement activities thereby ensuring the highest level of service is provided to our customers
A proactive problem solver: demonstrates and fosters proactive behavior and partnering within their direct team
influences same with peers
Project Management skills: able to define, drive and lead small – medium Service Management initiatives and projects with internal and external teams
Researches: communicates and documents process capability requirements, including costs, while providing recommendations and alternative solutions where applicable
Effective Process Design: understands and applies “Lean” concepts as well as industry process best practices such as COBIT and ITILv3

Requirements:

5- 7+ years IT experience in a Global company
5 years of relevant Service Management experience
Microsoft Office Suite, Excel, PowerPoint, Visio, and Project
Expert in IT Service Management Policies, Process Design & Development
Knowledge/experience in documenting business and functional requirements, processes, and interfaces
Subject Matter Expert across the Service Management lifecycle
Demonstrated ability to be an effective team member and lead solutions for complex initiatives, services requests, business or technical issues
Excellent planning, organizing, and project management skills
Ability to interact effectively with geographically and culturally diverse Business Units
Strong customer, quality and results orientation
Excellent planning, organizing and project management skills
Ability to take ownership of, and focus on critical initiatives Excellent verbal, written and presentation skills
Ability to interact effectively at all levels and across diverse cultures
Ability to be an effective team member and project leader
Ability to recognize and embrace change as the external environment and organization
Knowledge/experience in documenting processes and interfaces using common tools (e.g., JIRA, Confluence, Global Service Desk, etc.)
ITIL v3 Foundation certified

What we offer:

Flexible working
Continuous professional development
Opportunities to grow within an inclusive and diverse environment

Additional Information:

Job Posted:
September 10, 2025

Expiration:
December 31, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

View All Jobs In This Company

Job Link Share:

Consultant Specialist

HSBC

Location:China, Guangzhou

Category:IT - Administration

Contract Type:Employment contract