Job Description

ITSM Maintenance Lead

Key Responsibilities

Lead and manage

ITSM maintenance operations

across

BMC Remedy, BMC Helix, and ServiceNow

platforms. Supervise and mentor a team of

ITSM support engineers

, ensuring service quality, compliance, and best practice adherence. Serve as the

escalation point

for complex incidents, problems, and service requests. Drive

continuous improvement

in ITSM processes, workflows, and platform performance. Provide strategic input and

advise stakeholders

on risks, impacts, and opportunities for optimization within ITSM tools and processes. Design and oversee

system upgrades, integrations, and high-level architectural improvements

to support evolving business needs. Ensure comprehensive

documentation, knowledge transfer, and training

for operational support teams.

Requirements

Bachelor's degree

in Computer Science, Information Technology, or a related field.

7+ years

of IT experience, with at least

5 years focused on ITSM platforms

(BMC Remedy, BMC Helix, or ServiceNow). Demonstrated

leadership experience

in managing ITSM support or maintenance teams. Strong understanding of the

ITIL framework

(ITIL certification preferred). Proven expertise in

deploying, configuring, and integrating ITSM tools

. Excellent

communication, stakeholder management

, and

analytical

skills. A proactive, hands-on leader with strong

problem-solving and decision-making

abilities. Willingness to travel when required.

Mandarin or Cantonese

language proficiency will be an added advantage.
Job Type: Full-time

Pay: RM7,000.00 - RM8,000.00 per month

Experience:

ITSM platforms (BMC Remedy, BMC Helix, or ServiceNow).: 2 years (Required) ITIL framework (ITIL certification preferred).: 1 year (Preferred) deploying, configuring, and integrating ITSM tools: 2 years (Preferred)
Language:

Mandarin (Preferred)
Work Location: In person