BMC Remedy/ Helix ITSM Tool Lead

Lenovo; Kuala Lumpur; On-site; MYR 80,000 - 110,000; Full time

Job summary

A leading global technology company in Kuala Lumpur is looking for an experienced ITSM Tool Team Lead. Responsibilities include managing ITSM tool services, ensuring system stability, and leading a team for optimal performance. Ideal candidates should hold a Bachelor's Degree in Computer Science or related fields, with over 5 years of experience in IT, specifically in BMC Remedy/Helix ITSM. The role demands strong communication and leadership skills, and may require travel.

Qualifications

• 5+ years’ experience in IT profession, including BMC Remedy/Helix ITSM.
• Solid project experience in deploying, configuring, and integrating ITSM.
• Good leadership, analytical, inter-personal, and problem-solving skills.

Responsibilities

• Lead the ITSM tool team in supporting ITSM tool services.
• Manage resource availability for ITSM tool services.
• Implement new services in the ITSM tool and ensure service improvement.

Skills

Project management

BMC Remedy/Helix ITSM

ITIL Framework

Communication skills

Leadership

Problem solving

Education

Bachelor Degree in Computer Science or related disciplines

Tools

BMC Remedy ITSM 7.x, 8.x, 9.x / Helix ITSM 22.x, 25.x, 26.x

Job description

Description and Requirements

Responsibilities:

• Lead the ITSM tool team in supporting the ITSM tool services
• Manage resource availability, capacity and capability to deliver ITSM tool services
• Manage resource skilling and certification on ITSM tool
• Work with project team on technical requirement on the ITSM tool
• Implement new services in the ITSM tool and service improvement
• Manage and ensure ITSM tool is working in the production and upgrade to latest version
• Perform maintenance of the Remedy/Helix production environment (patching, security update, upgrade, etc)
• Understand project context and convert business requirements into technical solutions using perspective of the customer (internal or external)
• Advise on options, risk and impacts on business processes and technical solutions on Remedy/Helix platform, while leading and prescribing customer to best practices
• Propose High Level Design and technical solutions for BMC Remedy/Helix ITSM implementation
• Support proof-of-concept activities for customer engagements
• Prepare project documentations as required
• Perform change request and implementation on the Remedy/Helix production
• Perform troubleshooting on Remedy/Helix issue
• Perform capacity management to ensure Remedy/Helix environment is working in order/stable

Requirements:

• Bachelor Degree in Computer Science, Information Technology or related disciplines
• A minimum of >5 years’ experience in IT profession and a minimum of 5 years’ experience working with BMC Remedy/ Helix ITSM
• Solid project experience in deploying, configuring, and integrating BMC Remedy ITSM 7.x, 8.x and/or 9.x, Helix ITSM 22.x, 25.x, 26.x
• Strong ITIL Framework concepts, ITIL certifications are highly preferred
• Excellent written and verbal communication skill in English
• Customer -oriented
• Good leadership, analytical, inter-personal and problem solving skills
• Positive attitude, fast-learning, energetic, able to perform in challenging environment
• Travelling may be required
• Proficiency in Mandarin and/or Cantonese will be an advantage

If you require an accommodation to complete this application, please [e-mail]