ITSM Tool Specialist

Position: ITSM Tool Specialist
Duration: 12 Months (Extended)
Location: Kuala Lumpur/Hybrid/WFH

Description:

Perform ongoing maintenance of the Remedy/Helix production environment, including patching, security updates, and upgrades.

Ensure system stability and performance through proactive capacity management.

Execute change requests and implementations on the Remedy/Helix production environment.

Troubleshoot and resolve Remedy/Helix-related issues to minimize downtime and disruption.

Understand project context and translate business requirements into technical solutions with a customer centric perspective.

Advise stakeholders on options, risks, and impacts of business processes and technical solutions within the Remedy/Helix platform.

Prescribe best practices to customers and internal teams to ensure optimal use of the platform.

Propose high-level designs and technical solutions for BMC Remedy/Helix ITSM implementations.

Support proof-of-concept activities for customer engagements.

Prepare and maintain project documentation as required, ensuring clarity and compliance with standards.

Collaborate with project teams to align technical requirements with business objectives.

Monitor and manage system capacity to ensure the Remedy/Helix environment remains stable and efficient.

Identify potential performance bottlenecks and implement proactive measures to address t 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.

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.