Remedy Global Administration and Technical Support

Published: Friday, 28 January 2011

(1 year contract – subject to yearly renewal review)
Group: ITSM Tools Suite and Core Processes
Reports to Head ITSD Tools Suite (US)

Job Purpose  (State in one sentence the overall objective of the job)
1.  Provide process, technical, and operational support for Global BMC Remedy implementation for ASIA Region.  Work as part of Global team supporting Remedy IT Service Management system implementation including Incident Mgmt,Problem Mgmt, Request Mgmt, Knowledge Mgmt, Asset Mgmt and others.  Key Interface with IT Service Managers and IT Service Desk Teams for ASIA region.  
 Major Accountabilities  (Describe the main results of the job to be achieved
1.  Collaborate with Hosting Provider on  operational support, administration and technical support for Global implementation of Remedy ITSM Tools Suite  
2.  Act as Internal SME for Remedy ITSM Tools Suite and core processes  
3.  Develop communications/notifications and planning for system issues and changes.  Manage enhancement list and prioritization with internal key customers or regional/country contacts.  
4.  Develop and maintain system training and technical documentation.  
5.  Provide local and remote training where needed.  Maintain user certification program.  
6.  Collaborate with Vendors, Service Providers and Internal Key Site Contacts to develop, align global and regional standard practices.  
7.  Collect new requirements, plan and implement application changes and enhancements by involving all relevant parties to meet business needs. (e.g. IT, QA, Business)  
8.  Drive and Support global deployment and on-going migrations and upgrades of Service Desk ITSM systems and associated processes.  Review foundation data and configuration data and work with Service Provided to implement.  
9.  Define and implement global/regional end user request services and associated  IT service delivery processes.  
10.  Owner for all related technical support and procedural training materials for global ITSM system suite.  
11.  Responsible for required activities such as service reviews, qualifications and self assessments to ensure conformance with service, quality and security directives.  e.g. Gxp Validation & SOX  
Education (minimum/desirable):
University degree in IT or similar diploma with relevant years of experiences.
ITIL or formal IT University certification – with strong  ITSM (IT Service Management) process orientation
High level of communications both written and verbal Fluent English (written / verbal)
Able to speak Mandarin/Japanese will be a strong plus
6+ years of experience in IT Process/Service Management or IT Operations / BMC Remedy Support Demonstrated experience with administration and support for BMC Remedy Incident Mgmt and Service Request Mgmt.    
Also knowledge of other Remedy Modules (Change, Problem, Knowledge Mgmt and Asset Mgmt would be desirable.
Solid understanding of System Support and project management practices in global/regional environment Good PC skills (Office/XP)
1.  Strong team player. Able to follow defined guidelines.  
2.  Attention to detail / analytical skills  
3.  Fast learner  
4.  Ability to Innovate (preferred)  
5.  Ability to Travel Internationally   

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Country: Singapore
Employment Type: Full time
Salary: Open