Full Time ITSM Tool Lead Jobs, salary up to MYR 10,500 in RIDIK SDN BHD Kuala Lumpur - Maukerja

Position Summary

We are seeking an experienced ITSM Tool Specialist Lead to manage and support our IT Service Management (ITSM) platform, primarily BMC Remedy / BMC Helix. The role involves leading a team of ITSM specialists, ensuring smooth operations, driving service improvements, and managing end-to-end lifecycle activities including maintenance, upgrades, and incident resolution.

The successful candidate will work closely with stakeholders to translate business requirements into effective technical solutions while ensuring system stability, performance, and compliance with organisational standards.

Key Responsibilities

1. Team Leadership & Resource Management

• Lead and manage a team of ITSM Tool Specialists supporting BMC Remedy/Helix environments
• Plan and manage team capacity, workload, and resource allocation
• Ensure continuous upskilling and certification of team members on ITSM tools
• Provide technical guidance and performance oversight to ensure service excellence

2. Technical Implementation & Support

• Collaborate with project teams to define and deliver ITSM technical requirements
• Implement new features and enhancements within the ITSM tool environment
• Ensure stability and availability of production ITSM platforms
• Perform system maintenance including patching, upgrades, and security updates for BMC Remedy/Helix
• Support deployment of new ITSM services and service improvement initiatives

3. Solution Design & Advisory

• Translate business requirements into scalable technical ITSM solutions
• Provide advisory on technical options, risks, and impacts of ITSM configurations and processes
• Design high-level solutions for BMC Remedy/Helix implementations and enhancements
• Support proof-of-concept (POC) initiatives for ITSM-related projects

4. Operations & Change Management

• Manage and execute change requests within ITSM production environments
• Troubleshoot and resolve incidents, problems, and system issues related to ITSM tools
• Ensure system performance, availability, and capacity management are maintained
• Prepare and maintain project and operational documentation

5. Security, Compliance & Reporting

• Ensure compliance with organisational security policies and standards
• Maintain accurate and up-to-date system and operational documentation
• Prepare daily, weekly, monthly, and ad-hoc management reports

Requirements

Education

• Diploma or Bachelor’s Degree in Computer Science, Information Technology, Computer Engineering, or related field

Experience

• Minimum 3+ years of experience in ITSM tools, preferably BMC Remedy / BMC Helix

Technical Skills

• Strong hands-on experience with BMC Remedy / Helix ITSM platforms
• Experience in ITSM administration, upgrades, patching, and production support
• Knowledge of ITIL framework and IT service management processes

Soft Skills

• Strong communication skills in English (spoken and written)
• Customer-focused mindset
• Strong leadership, analytical, and problem-solving abilities
• Ability to work in a fast-paced and challenging environment

Preferred Qualifications (Nice to Have)

• ITIL Certification is highly preferred
• Experience with BMC Remedy ITSM versions 7.x, 8.x, 9.x or BMC Helix 22.x / 25.x / 26.x
• Experience in ITSM integrations and enterprise implementations
• Strong stakeholder management and consulting skills

Pay: RM7,000.00 - RM10,500.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Required)

Experience:

• BMC Remedy ITSM : 5 years (Preferred)

Work Location: In person