CLPS Global Hiring! Full Time ITSM Tool Lead in Federal Territory - Ricebowl

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. REPORTS TO: Service Management Lead LOCATION: Kuala Lumpur, Malaysia (Onsite Office) EMPLOYMENT TYPE: Contract

Responsibilities

• Kuala Lumpur, Malaysia (Onsite Office)

• POSITION SUMMARY
• 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
• Core Technical Tasks:
• Leadership & Resource Management
• 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.

• Technical Implementation & Support
• 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.

• Solution Design & Advisory
• 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.
• Propose high-level designs and technical solutions for BMC Remedy/Helix ITSM implementations.
• Support proof-of-concept activities for customer engagements.

• Operations & Change Management
• Prepare project documentation as required.
• Execute change requests and implementations on the Remedy/Helix production environment.
• Perform troubleshooting and issue resolution for Remedy/Helix-related problems.
• Conduct capacity management to ensure the Remedy/Helix environment remains stable and performant.

• Security & Compliance
• Ensure compliance with internal security policies and standards.
• Documentation & Reporting
• Ensure documentation is up-to-date and accessible for team reference.
• Prepare daily, weekly, monthly, and ad-hoc reports for management review.

• PEOPLE LEADERSHIP (Senior / Lead Role)
• People Management
• Manage a team of ITSM Tool Specialists.
• Certifications
• BMC Remedy/Helix certification is required.

• WORKING CONDITIONS
• 9x5 with on-call standby.

Qualifications

• Diploma/Degree holder in Computer Engineering, Information Technology, or related disciplines.
• Years of Experience
• >3 years.

• Technical Stack
• Experience in BMC Remedy/Helix.

• Core Competencies
• Well-spoken in English.

Required Skills

• Experience in BMC Remedy/Helix.
• Well-spoken in English.
• 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