- Hong Kong Hong Kong
全职 [LPS] IT Technical Lead (BMC Remedy- Helix ITSM) 工作, 薪水, Lenovo Hong Kong 公司招聘中 - Ricebowl
工作地点
职位描述
岗位职责
General Information
Req #
100017639
Career area:
Information Technology
Country/Region:
Hong Kong
City:
Hong Kong
Date:
Thursday, September 17, 2026
Additional Locations:
- Hong Kong
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
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Description and Requirements
Responsibilities:
Requirements:
#LPS
Lead the ITSM tool team in supporting the ITSM tool services- Provide day-to-day ITSM support for BMC Remedy and Helix, including incident, problem, and request fulfillment.
- Design and govern the overall architecture for BMC Remedy and Helix ITSM solutions, aligning with IT service management processes and enterprise standards.
- Lead integration design (e.g., LDAP/AD, SSO, CMDB, monitoring, middleware) and ensure data quality, security, and reliable end-to-end service flows.
- Define technical patterns for automation, workflow optimization, and scalable forms/ticket models to improve performance and user experience.
- Establish solution documentation, technical roadmaps, and standards for upgrades/patches, environments, and configuration management.
- Provide expert guidance to analysts/engineers, review changes, and ensure continuity through risk assessment, troubleshooting strategy, and post-implementation validation.
- Troubleshoot and resolve platform issues (workflows, integrations, permissions, forms, and data/configuration) with timely restoration.
- Monitor system health, investigate alerts, and perform basic maintenance activities within agreed maintenance windows.
- Manage and execute knowledge updates (KB articles, work instructions, known errors) to improve service effectiveness.
- Coordinate with application/infra teams to handle complex escalations and ensure proper root cause analysis.
- Support end users and service owners with procedure guidance, ticket clarification, and onboarding for new processes.
- Assist with operational reporting (SLA compliance, trend analysis, backlog review) and support governance activities.
- Participate in testing and change activities for ITSM upgrades/patches, documenting outcomes and ensuring controlled releases.
Requirements:
- Bachelor’s degree in computer science, Information Technology, or related disciplines.
- Minimum 5+ years of experience in the IT profession, including 5+ years working with BMC Remedy / Helix ITSM.
- Strong experience deploying, configuring, and integrating BMC Remedy ITSM 7.x/8.x and/or 9.x, and Helix ITSM 22.x/25.x/26.x.
- Solid understanding of the ITIL framework; ITIL certifications are highly preferred.
- Excellent written and verbal communication skills in English.
- Customer-oriented mindset.
- Good leadership, analytical, interpersonal, and problem-solving skills.
- Positive attitude, quick learner, energetic, and able to perform in a challenging environment.
- Proficiency in Mandarin and/or Cantonese is an advantage.
#LPS
Additional Locations:
- Hong Kong
- Hong Kong
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