ITSM Specialist(BMC Helix)

Role - IT Service Management (ITSM) Specialist (Mid-level/Senior)
Contract Duration - 12 months renewable
Work Location - Singapore

Summary : Support IT Service Management operations, project and enhancement initiatives

Responsibilities:

• Develop service requests in ITSM platform.
• Perform ITSM platform operational maintenance and enhancement.
• Provide support in implementation of IT service management activities which includes the following areas:

• Catalogue: Analysis of service requests and enhancement the catalogue items.
• Catalogue Service Request Implementation.
• User requirement gathering and solution design.
• Build or enhance service requests in ITSM platform.
• Create reports for ITSM service requests..
• System documentation, user guide and training.
• Knowledge transfer to internal ITSM team.
• ITSM setup and configuration that adhere to the current ITSM process.
• ITSM platform patching, upgrade, and maintenance works.
• Work with Automation/Orchestration team to integrate with catalogs, approvals, and workflows.
• Ensure items worked on adhere to the current design and structure.
• Maintain and develop technical documentation and standard operational procedures.
• Ensure compliance with IT security standards, policies and procedures.
• Work closely with various IT Infrastructure and Operations teams to support and troubleshoot problems and issues.

Skills Must Have:

• BMC Helix
• ServiceNow