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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
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