ITSM Tool Lead

Michael Page; Bangsar; On-site; PHP 1,196,000 - 1,879,000; Full time

Benefits offered by this job

1-year contract

Job summary

Jora Malaysia is seeking an ITSM Tool Lead to administer and maintain BMC Remedy/Helix platforms in a Kuala Lumpur–based role. You will lead a dedicated ITSM team, ensure smooth operational readiness, and drive platform enhancements while coordinating upgrades and migrations across enterprise ITSM stacks.

The ideal candidate brings deep ITSM tooling knowledge, strong leadership, and problem-solving skills to improve system performance and compliance with ITSM best practices.

Qualifications

• Proficiency in administering and supporting BMC Remedy/Helix ITSM platforms.

Responsibilities

• Administer, support, and maintain ITSM tools with focus on Remedy/Helix.
• Ensure smooth operation and troubleshoot ITSM systems promptly.
• Lead a specialized team managing enterprise ITSM platforms.
• Oversee upgrades and migrations for ITSM versions.
• Collaborate with stakeholders to gather requirements and implement enhancements.
• Develop and maintain ITSM process documentation.
• Monitor performance and optimize ITSM efficiency.
• Ensure compliance with organizational ITSM standards.

Skills

BMC Remedy/Helix administration

ITSM configurations

Team leadership

Problem solving

ITSM processes knowledge

Tools

BMC Remedy/Helix

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Administer, support, and maintain ITSM tools, focusing on BMC Remedy/Helix platforms.
• Ensure the smooth operation of ITSM systems, including troubleshooting and resolving issues promptly.
• Collaborate with stakeholders to gather requirements and implement platform enhancements.
• Oversee upgrades and migrations for BMC Remedy ITSM and Helix ITSM versions.
• Provide technical leadership to a specialized team managing enterprise ITSM platforms.
• Monitor system performance and implement proactive measures to optimize efficiency.
• Develop and maintain documentation for ITSM processes and configurations.
• Ensure compliance with organizational standards and best practices in ITSM tool management.

• Administer, support, and maintain ITSM tools, focusing on BMC Remedy/Helix platforms.
• Ensure the smooth operation of ITSM systems, including troubleshooting and resolving issues promptly.
• Collaborate with stakeholders to gather requirements and implement platform enhancements.
• Oversee upgrades and migrations for BMC Remedy ITSM and Helix ITSM versions.
• Provide technical leadership to a specialized team managing enterprise ITSM platforms.
• Monitor system performance and implement proactive measures to optimize efficiency.
• Develop and maintain documentation for ITSM processes and configurations.
• Ensure compliance with organizational standards and best practices in ITSM tool management.

Competitive salary packageCutting edge technologies

A successful ITSM Tool Lead should have:

• Proficiency in administering and supporting BMC Remedy/Helix platforms, including ITSM versions 7.x, 8.x, 9.x, 22.x, 25.x, or 26.x.
• Strong technical knowledge of ITSM tool configurations and maintenance.
• Experience in leading teams and managing enterprise ITSM platforms.
• Problem-solving skills to address system issues effectively and efficiently.
• Familiarity with ITSM processes and best practices.

A company in the Technology & Telecoms industry based in Kuala Lumpur.

• Competitive monthly salary ranging between MYR 7000 and MYR 11000.
• 1-year contract with potential opportunities for growth.
• Benefits as per companies policy.
• Opportunity to lead a specialized team managing enterprise ITSM platforms.