BMC Remedy/ Helix ITSM Tool Lead
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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
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