Find your next role

Introduction

At IBM we have an amazing opportunity to transform the world with cognitive technology. OpenPages is one of the leaders in Gartner's magic quadrant. With OpenPages, clients have a fully integrated Governance, Risk and Compliance (GRC) solution to enable clients to identify, classify and manage risk in their organization. Specifically OpenPages is a market-leading, enterprise-class GRC solution. OpenPages, available on-cloud and on-premise, is an integrated platform and data model across all risk and compliance processes that leverages IBM analytics, cognitive and AI to help improve efficiency and effectiveness across the organization. This enables risk-aware decision making, ensures compliance, and improves business performance, across all lines of defense in the enterprise. OpenPages is a complete platform and suite of GRC modules to service the various aspects of risk and compliance management such as Operational Risk, IT Risk Governance, Internal Audit, Model Risk Governance, Regulatory Compliance, Policy Management, Third-Party Risk and Business Continuity.

Your role and responsibilities

The role and responsibility of the Technical Support Professional for the OpenPages GRC with Watson includes specializing in a variety of technologies. The technology includes but isn't limited to Carbon, React, Java, Node.js, WebSphere Liberty, Cloud Pak for Data, Cognos, DB2, and Oracle. Our team of subject matter experts specializes in knowing a wide range of technologies that our clients may integrate with the product. As IBM focuses on Hybrid Cloud, Technical Support Professionals will also work with technologies such as OpenShift, Docker, Kubernates, and many other cloud-centric and modern cloud tools.

From a day to day perspective, our team of Technical Support Professionals work with clients and solve their technical issues that can range in complexity. In addition to their day to day responsibilities, they work on projects that are personal to them and contribute to business value. We are looking for individuals that can find ways to innovate with how we work in addition to getting the job done. This role requires someone that provides technical support assistance to customers using problem determination/problem source identification skills. Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. Contributes to cross-functional collaboration and high customer satisfaction. Contribute to ensure 7/24 support for severity 1 cases. Excellent opportunity to work directly with customers utilizing the latest cloud technologies that are ever changing and ever evolving.

As part the responsiblity, the candidate will eventually be part of an on-call rotation.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

• 5+ years in IT administration and/or support ; 3+ years supporting an enterprise-level product;
• Proficient in Windows desktop and Windows Server operating systems
• Proficient in technical writing; public facing knowledge articles; technical forum contributions; Fluent in communicating in English;
• Basic knowledge of UNIX operating systems: AIX and RHEL (Linux)
• Knowledge of database architectures (ie: tables; triggers; sequences; schema; Etc)
• Knowledge of supported Internet Browsers: Edge, Chrome, Firefox, Apple Safari
• Knowledge of debugging Internet Browsers using tools such as FireBug and using HAR files
• Knowledge of WebSphere, IBM HTTP Server (IHS), and other application servers.
• Knowledge of PL/SQL
• Experience reading J2EE stack traces
• Knowledge and understanding of networking principles
• Knowledge in GitHub

Preferred technical and professional experience

• Knowledge in various domains of Risk: Operational; Compliance; IT; Vendor
• Knowledge of DB2 and Oracle databases,
• Knowledge of SSL/TLS, SMTP
• Knowledge of Virtualization: vSphere, ESX Server, Windows Terminal Services
• Knowledge in Javascript frameworks such as Dojo and JQuery
• Knowledge in Carbon and React
• Knowledge in other frameworks such MEAN: MongoDB, Express.js, AngularJS, Node.js
• Knowledge in 3rd party authentication: SiteMinder, SPENGO, SAML, and LDAP
• Knowledge in report writing and/or reporting framework modeling with leading BI tools (i.e.: Cognos Analytics Report Studio)
• Knowledge in RedHat OpenShift
• Knowledge of Amazon Web Services (AWS)