ITSM Tool Lead

About the role

To manage the team of ITSM Tool Specialists in managing the ITSM tool (BMC Remedy/BMC Helix), handling business requirements for the ITSM tools, driving service improvements, and overseeing maintenance and support (patching/upgrades) of the ITSM tools. The role involves ITSM tools administration, day-to-day management, and fulfilling incident, problem, and change request requirements for the ITSM tools within projects.

Key responsibilities

• Lead the ITSM tool team in supporting ITSM tool services
• Manage resource availability, capacity, and capability to deliver ITSM tool services
• Oversee team skilling and certification on ITSM tools to maintain expertise and readiness
• Collaborate with project teams to define and deliver technical requirements for ITSM tools
• Implement new services and drive service improvements within the ITSM tool environment
• Ensure ITSM tools are operational in production and upgraded to the latest versions
• Perform maintenance of the Remedy/Helix production environment, including patching, security updates, and upgrades
• Translate business requirements into technical solutions with a customer-centric perspective
• Advise stakeholders on options, risks, and impacts of business processes and technical solutions on the Remedy/Helix platform
• Execute change requests and implementations on the Remedy/Helix production environment

About you

• Diploma/Degree holder in Computer Engineering, Information Technology, or related disciplines
• More than 3 years of experience
• Experience in BMC Remedy/Helix
• Well-spoken in English
• BMC Remedy/Helix certification required
• 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 (preferred)
• Strong ITIL Framework concepts; ITIL certifications highly preferred
• Excellent written and verbal communication skills in English
• Good leadership, analytical, interpersonal, and problem-solving skills