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

#LPS

BMC Remedy/ Helix ITSM Tool Lead