ITSM Tool Lead — Remedy & Helix Expert

LPS; Hong Kong; On-site; HKD 600,000 - 1,000,000; Full time

Job summary

Lenovo is seeking an ITSM Lead in Hong Kong to guide the ITSM tool team and oversee end-to-end Remedy/Helix ITSM implementations. You will design architecture, drive integrations, and ensure service excellence across incident, problem, and change processes.

The role requires 5+ years in IT with BMC Remedy/Helix ITSM, strong ITIL background, and excellent English communication. Mandarin/Cantonese is a plus; on-site presence in Hong Kong is expected.

Qualifications

• Bachelor’s degree in computer science, information technology, or related disciplines.
• 5+ years of IT experience, including hands-on with BMC Remedy/Helix ITSM.
• Strong ITIL knowledge; certifications preferred.

Responsibilities

• Lead the ITSM tool team in supporting the ITSM tool services.
• Provide day-to-day ITSM support for BMC Remedy and Helix, including incident, problem, and request fulfillment.
• Design and govern the overall architecture for BMC Remedy and Helix ITSM solutions, aligning with IT service management processes and enterprise standards.
• Lead integration design (e.g., LDAP/AD, SSO, CMDB, monitoring, middleware) and ensure data quality, security, and reliable end-to-end service flows.
• Define technical patterns for automation, workflow optimization, and scalable forms/ticket models to improve performance and user experience.
• Establish solution documentation, technical roadmaps, and standards for upgrades/patches, environments, and configuration management.
• Provide expert guidance to analysts/engineers, review changes, and ensure continuity through risk assessment, troubleshooting strategy, and post-implementation validation.
• Troubleshoot and resolve platform issues (workflows, integrations, permissions, forms, and data/configuration) with timely restoration.
• Monitor system health, investigate alerts, and perform basic maintenance activities within agreed maintenance windows.
• Manage and execute knowledge updates (KB articles, work instructions, known errors) to improve service effectiveness.
• Coordinate with application/infra teams to handle complex escalations and ensure proper root cause analysis.
• Support end users and service owners with procedure guidance, ticket clarification, and onboarding for new processes.
• Assist with operational reporting (SLA compliance, trend analysis, backlog review) and support governance activities.
• Participate in testing and change activities for ITSM upgrades/patches, documenting outcomes and ensuring controlled releases.

Skills

ITIL framework

IT leadership

English communication

problem solving

Education

Bachelor’s degree in computer science/IT

Tools

BMC Remedy ITSM

Helix ITSM

Job description

Lenovo is seeking an ITSM Lead in Hong Kong to guide the ITSM tool team and oversee end-to-end Remedy/Helix ITSM implementations. You will design architecture, drive integrations, and ensure service excellence across incident, problem, and change processes.

The role requires 5+ years in IT with BMC Remedy/Helix ITSM, strong ITIL background, and excellent English communication. Mandarin/Cantonese is a plus; on-site presence in Hong Kong is expected.