The Cloud and Cognitive Software Essential Management Management team is looking for enthusiastic and talented individuals to join us. Are ou passionate about helping clients acheive their business goals? Do you enjoy learning new technology and problem solving? Then Essential Management is for you!
You will have the opportunity to be a part of the Expert Labs organization where you develop critical-thinking skills and work with Subject Matters Experts to resolve complex problems for our worldwide clients. In addition, you will help drive delivery to leading-edge technology in Openshift, Cloud Pak for Data, Watson Knowledge catalog, Instana and Watson Artificial Intelligent IT Operations (Watson AIOps).
Your Role and Responsibilities
Job Role Description
This role specializes in performing and enabling remote technical support of IBM Enterprise Lifecycle Management (ELM) software (formally known as IBM IOT Continuous Engineering) and solutions. Provides technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Monitors security issues identified within/across the IBM ELM applications and pro-actively notifies clients on security issues and resolution. Contributes to department attainment of organizational objectives and high client satisfaction.
Job Role Specialty Description
This Expertise Connect job skill set requires skills in task management, problem determination, and problem source identification in software environments. Candidates should understand fundamental design, architecture and operating environments of assigned system components. Job responsibilities include providing technical assistance to internal and external clients with information, tools, and fixes to resolve and prevent software problem reports. Responsibilities include: problem analysis, using troubleshooting techniques, evaluation, recreation, and resolution of client reported problems; the use of relevant problem management systems to search for known problems not discovered by previous support levels and to create new or update existing problem entries; provide advice and guidance to clients regarding the use of software, IBM technical resources and tools to answer client questions and respond to client requirements in a timely manner. Software environments include middleware, IBM software solutions, operating systems, programming languages, database management systems, packages, development tools, etc.
Responsible for the resolution of assigned customer satisfaction issues with products/services/offerings and employs specific processes and tools to plan, track, monitor and report resolution activities and progress. Clients are either external or internal. Utilizes knowledge of team leadership and business practices, as well as IBM and industry solutions, products, services, and strategy, to manage a successful resolution. Must be the customer's advocate and utilize the customer's business perspective when looking at the systems/solution/enterprise view of the situation. Throughout the resolution may interface with multiple levels of client personnel and must maintain and enhance positive and constructive client relationships.
Required Technical and Professional Expertise
5 or more years of experience with a number or all (preferred) of the IBM Enterprise Lifecycle management products.
- Experience includes direct customer interaction (customer support, possibly Lab Services) in the key ELM product areas.
- Deep understanding of the ELM suite install and deployment best practices, ability to articulate the IBM strategy as it relates to our support for the software development lifecycles and the benefits of our cross-product ELM traceability.
Preferred Technical and Professional Expertise
About Business UnitIBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It's time to define your career.
About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.