ITSM Development Manager

.Your role:

- Team leader position, leading two staff to provide ITSM tool implementation, customisation and on-going support for a HKSAR government sector customer. Other than standard software maintenance contract, all work is carried out in-house.

 - Extremely well-versed in ITIL processes such as Incident Management, Change Management, Problem Management and Configuration Management and provide advice to IT operation team on how such processes should be adopted and optimised in the project. 

 - Customise the ITSM tool to adopt suggested ITIL processes

- Non Shift Duty Role, but out of office hour support is expected.

 To succeed in this role:

Mandatory Criteria

- University graduate.

- Minimum of 8 Years of IT work Experience, of which:

• 3 years is required to be spent as a team leader role leading no less than 4 staff in ITSM tool implementation project for HKSAR government sector customer; and 
• 1 year is required to be spent on installation, customisation or supporting OpenText SMAX ITSM tool.

- Hands-on experience in the following areas: 

• Designing ITIL Processes; 
• Customise OpenText SMAX Incident Management, Change Management, Problem Management and uCMDB module to adopt designed ITIL processes and workflow; and 
• Provide 7x24 ongoing support services to ITSM tools.  

- Mandatory Certificates required:

• • ITIL Intermediate Level or above; OR
  • ITIL 4 Strategic Leader; OR
  • ITIL 4 Managing Professional.

- Proficient in both written and spoken English and Chinese.