ITSM Tool Lead

About the role RiDiK, a subsidiary of CLPS (Nasdaq: CLPS), is seeking an experienced ITSM Tool Lead to join our IT Support and Service Management team. This is a contract position based in Kuala Lumpur City Centre, Kuala Lumpur . As ITSM Tool Lead, you will be responsible for the strategic oversight, implementation, and optimisation of our IT Service Management tooling and platforms. This role is pivotal in ensuring our IT operations run efficiently and effectively, directly supporting the delivery of quality IT services across the organisation. Key responsibilities Lead the implementation, configuration, and maintenance of ITSM tools and platforms to support IT service delivery Oversee the design and administration of ITSM tool workflows, automation, and integrations to streamline IT processes Manage ITSM tool upgrades, patches, and releases whilst minimising disruption to business operations Develop and enforce ITSM tool governance policies, standards, and best practices aligned with ITIL frameworks Provide technical support and troubleshooting for ITSM platform-related issues and escalations Collaborate with IT teams to gather requirements and translate them into tool configurations and solutions Create and maintain documentation, training materials, and user guides for ITSM tool utilisation Monitor ITSM tool performance, usage metrics, and generate reports to support continuous improvement initiatives Lead and mentor technical team members involved in ITSM tool administration and support Ensure ITSM tool configurations align with organisational IT policies, security standards, and compliance requirements What we're looking for Proven experience (5+ years) working with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms Strong knowledge of ITIL best practices and IT Service Management methodologies Demonstrated expertise in ITSM tool configuration, customisation, and workflow design Experience with system integration, API management, and automation scripting (Python, JavaScript, or similar) Proficiency in managing incident, change, and problem management processes within ITSM platforms Excellent problem-solving skills with the ability to troubleshoot complex technical issues Strong communication and stakeholder management abilities to work effectively across technical and non-technical teams Experience with database management and SQL knowledge is advantageous Relevant certifications such as ITIL Foundation, ServiceNow Certified Administrator, or equivalent qualifications are preferred Experience in a fast-paced, multicultural environment with exposure to global IT operations is beneficial What we offer RiDiK is committed to providing a supportive and dynamic work environment where you can thrive. We offer competitive remuneration packages, opportunities for professional development, and access to training and certifications to enhance your career growth. As a contract role, you will benefit from flexible working arrangements suited to your needs, whilst contributing to meaningful projects that drive technological excellence across our organisation. We value work-life balance and encourage a collaborative culture where innovation and continuous improvement are championed. About us RiDiK is a subsidiary of CLPS Incorporation (listed on Nasdaq: CLPS), a leading provider of IT and business consulting services. Our company is dedicated to delivering innovative technology solutions and exceptional IT service management to clients globally. With a strong emphasis on operational excellence, customer satisfaction, and employee development, RiDiK is positioned as a trusted partner for organisations seeking to optimise their IT infrastructure and service delivery. We pride ourselves on fostering a culture of continuous learning, technical excellence, and collaborative teamwork. Apply now If you are an experienced ITSM professional ready to take on a strategic leadership role and make a significant impact on our IT operations, we encourage you to apply. Please submit your CV, a cover letter highlighting your ITSM tool expertise, and any relevant certifications or references to our recruitment team. We look forward to hearing from you.