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About the role
We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub . 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 solutions for BMC Remedy/Helix ITSM implementation • Support proof-of-concept activities for customer engagements • Prepare project documentations as required • Perform change request and implementation on the Remedy/Helix production • Perform troubleshooting on Remedy/Helix issue • Perform capacity management to ensure Remedy/Helix environment is working in order/stable. Requirements: • Bachelor Degree in Computer Science, Information Technology or related disciplines • A minimum of >5 years’ experience in IT profession and a minimum of 5 years’ experience working with BMC Remedy/ Helix ITSM • Solid project experience in deploying, configuring, and integrating BMC Remedy ITSM 7.x, 8.x and/or 9.x, Helix ITSM 22.x, 25.x, 26.x • Strong ITIL Framework concepts, ITIL certifications are highly preferred • Excellent written and verbal communication skill in English • Customer -oriented • Good leadership, analytical, inter-personal and problem solving skills • Positive attitude, fast-learning, energetic, able to perform in challenging environment • Travelling may be required • Proficiency in Mandarin and/or Cantonese will be an advantage #LPS
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