IT Service Management Developer

Contract Duration : 24 months Location: Bendemeer Salary: $5,000 Working Hour: Normal Office Hour

**Overview:
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The ITSM Tools Developer is responsible for the development, implementation and sustained support

of the IT Service Management system. They will provide creative solutions to resolve business

problems via customer requirements based on system capability, process gaps (ITSM/ITIL) and

cultural challenges. The Tools Developer will provide on-going technical assistance, handling incident

tickets on a priority basis, software configuration/customization assistance including, but not limited

to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom

scripting and third party software integrations. This includes working with process owners to develop

workflow, implement the workflows in Service Applications and administer the tools.

**Responsibilities**:

- Managing Foundation data.
- Customization of workflows.
- Integration using web services.
- Add new; improve overall navigation of system that launches reports, lists of data, or

dashboards.
- Create new and modify existing reports and dashboards.
- Develop and implement new functionality determined necessary to support ITIL processes.
- Enhance functionality based on Continual Service Improvement requirements/changes.
- Aiding in translating business requirements into technical requirements.
- Fix defects when they arise.
- Monitor overall system performance using system performance and diagnostic tools and

dashboards.
- Integrate IT Service Management System with other systems (for the potential discovery of

assets, user access via LDAP, auto-creation of Incidents via Event Management Systems,

etc.). Monitor and maintain integrations after implementation.
- Open Incident and Change Requests (e.g. submit bug/fix Incidents; submit instance

clone/upgrade requests).
- Coordinate maintenance required for the BTS instance with 3rd party vendors and internal

teams.

technical team and process owners.
- Provide process leadership and direction to individuals and teams.

**Requirements**:

- Bachelor Degree or Diploma in Electrical/Electronic/Computer Engineering/Information Systems
- 5 years systems administration experience with at least 2 years’ experience in workflow

customization.
- Solid understanding of ITSM processes and Integration techniques.
- Working knowledge of BMC Remedy ITSM modules and functions (Active Link, Filters, Form

customization, SLM, SR Catalogue, Approval Mapping, Debugging, Reporting, CMDB,

Foundation data) is a MUST.
- Good analytical and trouble-shooting skills in the area of technical fault isolation and rectification.
- Willing to standby and provide after office hour support when needed.
- Working knowledge of Active Directory, LDAP, AJAX, CSS, XML, Java Script experience a plus.
- Writing test scripts.
- Working knowledge of relational databases.
- Application Development experience (e.g. SDLC, Agile Scrum, etc.).
- Excellent written and verbal communications and Customer Service skills.
- The ability to take complex end-user requirements to system requirements to code.
- ITIL Certification (helpful, provides background and a frame of reference).

acceptance), and deployment.
- Must be able to communicate with technical and non-technical individuals and teams.
- Must be able to work in a fast-paced production environment.
- Must be able to handle multiple tasks and projects with various and changing levels of priority.
- Must be open to other’s ideas, strategies, etc., as part of a decision-making team.
- Self-driven and ability to work independently.

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**PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - EA License No. 01C4394**
**R1654858 (Soo Sheng Hui)