ITSM Toolset Analyst

Vacancy: ITSM Tooling Analyst

Location: Kuala Lumpur

Job Family: Service Management & ITIL

As the ITSM Tooling Analyst, you will support, maintain and manage JM IT’s IT Service Management (ITSM) and Infrastructure monitoring Toolsets. You will perform 2nd / 3rd line level support and administration tasks on the ITSM Toolset and to ensure the highest levels of service and customer service are achieved through active management of Incidents and enhancement

Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story.

Your responsibilities:

Provide the needed support when incidents with the various BMC Software platforms (BMC Helix/Remedy ITSM, BMC Discovery, BMC Digital Workplace Advanced, BMC SMART Reporting and BMC Client Management and Integrations are raised

Provide the needed support for our Infrastructure monitoring capability through our SolarWinds platform

Escalate to 3rd Party as needed and manage the incident lifecycle per Service Levels

Managing and maintaining the Self-Service Portal and Service Catalog to best standard

Perform user administration activities (Adds, Moves, Deletes) including managing associated Foundation Data and system configuration

Supporting the Service Desk in triage steps for the ITSM toolset

Review ITSM Tooling enhancement requirements; align to best practice and provide estimate basis for performing the work or push back as needed

If there are project initiatives, participate on requirements gathering and evaluation as needed

Manage and maintain the various BMC Helix platforms (including voice) through a release plan including testing as needed

Requirements for the role:

Must have a proven track record of manging and delivering IT Service Management tooling (BMC Helix, ServiceNow, Ivanti etc) and/or Infrastructure Monitoring technology (Solarwinds, Managed Engine etc).

Ideally 3+ years hands experience in BMC Software or Solarwinds technology.

How you will be rewarded:

We offer a competitive compensation and benefits package including bonus, excellent pension contributions and generous annual leave.

At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.

Johnson Matthey is open for discussion on part time, job share and flexible working patterns

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks, early application is advised

For any queries or should you require any reasonable adjustments to support your application please contact .

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How to apply:

If you have the necessary skills and experience to join our team, please apply online. For any queries or should you require any reasonable adjustments to support your application please let your recruiter know when they contact you.

If you are already a Johnson Matthey Employee, please visit the internal careers site to apply: Find Jobs - Workday (myworkday.com)

All applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Johnson Matthey for the selection of suitable candidates for our vacancies as they arise. Johnson Matthey respects your privacy and is committed to protecting your personal information. For more information about how your personal data is used please view our privacy notice: Johnson Matthey Privacy Notice

You will be contacted by the Johnson Matthey Talent Acquisition team once your details have been reviewed. Please allow four weeks from the closing date to allow for screening to take place.

We appreciate the time and effort taken in completing an application.

By applying for this role and creating an account you are agreeing to Johnson Matthey Privacy Notice

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.

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