Responsibilities

• Lead the ITSM tool team in supporting the ITSM tool services
• Manage resource availability, capacity and capability to deliver ITSM tool services
• Manage resource skilling and certification on ITSM tool
• Work with project team on technical requirement on the ITSM tool
• Implement new services in the ITSM tool and service improvement
• Manage and ensure ITSM tool is working in the production and upgrade to latest version
• Perform maintenance of the Remedy/Helix production environment (patching, security update, upgrade, etc)
• Understand project context and convert business requirements into technical solutions using perspective of the customer (internal or external)
• Advise on options, risk and impacts on business processes and technical solutions on Remedy/Helix platform, while leading and prescribing customer to best practices
• Propose high level design and technical s...