job description
Are you a seasoned BMC Remedy/Helix ITSM expert looking to lead a dynamic team in driving technical excellence? Lenovo PCCW Solutions is seeking a passionate ITSM Tool Lead to spearhead our ITSM initiatives in Bali. This is a unique opportunity to shape service delivery, optimize IT operations, and mentor a high-performing team in a global tech environment.
As the BMC Remedy/Helix ITSM Tool Lead, you will play a pivotal role in designing, implementing, and maintaining ITSM solutions that align with ITIL best practices. Your expertise will ensure seamless service management, incident resolution, and continuous improvement across our IT infrastructure. If you thrive in a collaborative, innovation-driven culture, this role is for you!
Join us in Bali and be part of a company that values technical leadership, professional growth, and work-life balance. Apply today to take your career to the next level!
Responsibility
- Lead and mentor the ITSM Tool Team, ensuring alignment with business objectives and ITIL frameworks.
- Design, configure, and optimize BMC Remedy/Helix ITSM solutions to enhance service delivery and operational efficiency.
- Collaborate with cross-functional teams to integrate ITSM tools with other enterprise systems.
- Drive incident, problem, and change management processes to minimize downtime and improve service quality.
- Develop and maintain documentation, including workflows, configurations, and best practices.
- Monitor system performance, identify bottlenecks, and implement proactive solutions.
- Stay updated with BMC Remedy/Helix updates and industry trends to recommend innovations.
- Ensure compliance with security policies and data governance standards.
Qualifications
- Bachelor’s degree in Computer Science, IT, or a related field.
- 5+ years of hands-on experience with BMC Remedy/Helix ITSM tools.
- ITIL v4 certification (preferred) or equivalent ITSM framework knowledge.
- Proven leadership experience in managing ITSM teams or projects.
- Strong understanding of IT service management processes (Incident, Problem, Change, etc.).li>
- Experience with integrations (APIs, web services) and scripting (JavaScript, Python, etc.).
- Excellent problem-solving, communication, and stakeholder management skills.
- Ability to work in a hybrid/remote setup with a global team.