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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)

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’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.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.