ITSM Tools Lead

PERSOL Workforce Solutions Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

On-call standby

Job summary

PERSOL Workforce Solutions Malaysia Sdn Bhd is seeking a capable ITSM Tool Team Lead to oversee the Remedy/Helix ITSM platform. You will drive technical delivery, manage resources, and ensure systems stay current.

The role emphasizes people management, change management, and security compliance, with a focus on ITIL-aligned processes and production stability. Strong English communication is essential for collaboration across stakeholders.

Qualifications

• Diploma or degree in Computer Engineering/Information Technology or related discipline.
• 3+ years of experience in ITSM tool environments.
• Experience with BMC Remedy/Helix ITSM platforms.

Responsibilities

• Lead the ITSM tool team to support ITSM tool services.
• Manage resource availability, capacity, and capability to deliver ITSM tool services.
• Oversee skilling and certification on ITSM tools to maintain expertise.
• Collaborate with project teams to define and deliver technical requirements for ITSM tools.
• Implement new services and drive service improvements within the ITSM tool environment.
• Ensure ITSM tools are operational in production and upgraded to latest versions.
• Perform maintenance of Remedy/Helix production environment (patches, security updates, upgrades).
• Translate business requirements into technical solutions with a customer-centric perspective.
• Advise stakeholders on options, risks, and impacts of business processes and technical solutions on Remedy/Helix.
• Propose high-level designs and technical solutions for BMC Remedy/Helix ITSM implementations.
• Prepare project documentation and execute change requests on production environments.
• Troubleshoot and resolve Remedy/Helix issues; conduct capacity management for stability.
• Maintain compliance with Lenovo security policies.
• Keep documentation up-to-date and prepare management reports.
• Strong leadership, analytical, and problem-solving skills.
• ITIL knowledge and certifications are highly preferred.
• Schedule includes 9x5 on-call standby.

Skills

Team leadership

ITSM

Customer-centric mindset

English communication

Education

Diploma/degree in Computer Engineering or IT

Tools

BMC Remedy/Helix

Job description

Lead the ITSM tool team in supporting ITSM tool services.

Manage resource availability, capacity, and capability to deliver ITSM tool services.

Oversee team skilling and certification on ITSM tools to maintain expertise and readiness.

Technical Implementation & Support

Collaborate with project teams to define and deliver technical requirements for ITSM tools.

Implement new services and drive service improvements within the ITSM tool environment.

Ensure ITSM tools are operational in production and upgraded to the latest versions.

Perform maintenance of the Remedy/Helix production environment, including patching, security updates, and upgrades.

Translate business requirements into technical solutions with a customer-centric perspective.

Advise stakeholders on options, risks, and impacts of business processes and technical solutions on the Remedy/Helix platform.

Propose high-level designs and technical solutions for BMC Remedy/Helix ITSM implementations.

Operations & Change Management

Prepare project documentation as required.

Execute change requests and implementations on the Remedy/Helix production environment.

Perform troubleshooting and issue resolution for Remedy/Helix-related problems.

Conduct capacity management to ensure the Remedy/Helix environment remains stable and performant.

Security & Compliance:

Compliance to Lenovo security and policies

Documentation & Reporting:

Ensure documentation is up-to-date and accessible for team reference.

Prepare daily, weekly, monthly, and ad-hoc reports for management review.

Advanced Skills:

People management of a team of ITSM Tool Specialist

Certifications: BMC Remedy/Helix

Required Qualifications

Education: Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.

Years of Experience: >3 year

Technical Stack: Experience in BMC Remedy/Helix

Core Competencies: Well-spoken in English

Advanced Skills: Added Advantage

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

Certifications: BMC Remedy/Helix

Industry Experience: BMC Remedy/Helix tools

Schedule: 9x5 on call standby

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