Job Details

ID #8505776
State North Carolina
City Charlotte
Full-time
Salary USD TBD TBD
Source IBM
Showed 2021-01-23
Date 2021-01-23
Deadline 2021-03-24
Category Et cetera
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Process Mining Support Enablement Lead

North Carolina, Charlotte, 28201 Charlotte USA

Vacancy expired!

IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.Your Role and ResponsibilitiesProcess Mining is a critical component in the middleware stack and plays a key role in IBM's DigitalBusiness Automation strategy. As a Support Enablement Lead you will lead in the planning and rolloutof our worldwide remote technical support for this new component. You will be part of an internationalteam and organization that is distributed around the globe. Among your responsibilities will be leadingthe skills enablement for the Process Mining product, setting up test environments, reviewing andimproving product documentation, and creating or maintaining process documents.You will go beyond the industry standard technical support practices and will become an expert of the product, with a strong knowledge of the product internal components as well as how the solution is utilized by customers. Your top priority is always going to be customer success and customer satisfaction, by answering their technical questions and resolving their product related issues you will contribute to their success.This is going to be an excellent opportunity for you to work with the latest technologies and to grow your skills in one of IBM's strategic imperatives and IBMs CloudPaks. You will be challenged to never stop learning, as we want you to grow for our customers, our company and last but not least for your own career.Your responsibilities as Process Mining Support Enablement Lead:Plans and rolls out support processes and enables the technical support team for success.

Leads our efforts in learning the technical skills necessary to support Process Mining.

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.

Partner with other support teams and service units to provide seamless problem resolution

that lead to delightful client perceptions, utilizing technical and negotiation skills.

Recommends and implements new or improvements to existing technical support tools,

procedures, and processes.

Provide training for and mentor others on the team.

Contributes to department attainment of organizational objectives and high customer

satisfaction.

Documents problem solutions within the company knowledge base.

Writes and provides the customer with samples of test code.

Review diagnostic information to assist in isolation of a problem cause (which includes

interpreting traces).

Provide technical support within established guidelines; demonstrating soft skills and technical

skills that contribute to client satisfaction.

Manages requests’ priorities on a daily basis.

Demonstrate proficiency in the products supported by maintaining applicable technical

certifications.

Demonstrate excellent verbal and written communication skills

CCSIBMINT2020Required Technical and Professional ExpertiseBasic knowledge in Operating system administration (Windows, Linux)

Basic knowledge in database administration (DB2, Oracle, MS SQL)

Basic knowledge of LDAP

Basic knowledge of network technologies (routing, firewalls, port forwarding)

Basic knowledge of process/data mining

Basic knowledge of Apache Flink and Kafka

Basic knowledge of Elastic Search

Basic knowledge in Kibana

Basic knowledge of Containerization and Kubernetes

English: Fluent in speaking and writing

Analytical thinking, structured problem solving techniques

Basic knowledge of IBM's Digital Business Automation Product Family

Preferred Technical and Professional ExpertiseAt least 2 years experience in Technical Support

At least 1 year experience in Operating system administration (Windows, Linux)

At least 1 year experience in scripting (including Python, JavaScript)

At least 1 year experience in database administration (DB2, Oracle, MS SQL)

At least 1 year experience in products of IBM's Digital Business Automation Product Family

At least 1 year experience in Process/Data Mining

At least 1 year experience in Containerization

At least 1 year experience in Apache Flink and Kafka

At least 1 year experience in Kubernetes

At least 1 year experience in Kibana

At least 1 year experience in Elastic Search

At least 6 months experience in development (including related technologies, e.g.: XML, EJB, JSP and Web services)

At least 6 months experience in scripting (including Python, JavaScript)

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 @ IBMWhat matters to you when you’re looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementIBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.IBM intends this job to be performed entirely outside of Colorado.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.

Vacancy expired!

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