[LPS] BMC Remedy/ Helix ITSM Tool Lead

LPS; Hong Kong; Vor Ort; HKD 600.000 - 1.000.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

ITIL framework

IT leadership

English communication

problem solving

Ausbildung

Bachelor’s degree in computer science/IT

Tools

BMC Remedy ITSM

Helix ITSM

Jobbeschreibung

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

To find out more visit www.lenovo.com and read about the latest news via our StoryHub.

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.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related disciplines.
• Minimum 5+ years of experience in the IT profession, including 5+ years working with BMC Remedy / Helix ITSM.
• Strong experience deploying, configuring, and integrating BMC Remedy ITSM 7.x/8.x and/or 9.x, and Helix ITSM 22.x/25.x/26.x.
• Solid understanding of the ITIL framework; ITIL certifications are highly preferred.
• Excellent written and verbal communication skills in English.
• Customer-oriented mindset.
• Good leadership, analytical, interpersonal, and problem-solving skills.
• Positive attitude, quick learner, energetic, and able to perform in a challenging environment.
• Proficiency in Mandarin and/or Cantonese is an advantage.

#LPS

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