[LPS] 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

• Proficiency in Mandarin and/or Cantonese will be an advantage

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