• 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.