[LPS] IT Technical Lead (BMC Remedy/ Helix ITSM)

Responsibilities: • 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.

• 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