IBM ELM Principal SME

As the IBM ELM Principal Subject Matter Expert (SME), you will be responsible for providing expert-level technical support and direction for the Requirements and Test Management applications in the R&D IT organization. Your role will involve troubleshooting, resolving complex issues, participating in 3x5WHY for RCA, and ensuring we run in the most optimized way our operational environment supporting critical business processes.

You should have the ability to grasp new technologies quickly and technically mentor the PRTM team with your in-depth knowledge. You need to be flexible and have a proactive/self-motivated working style with strong personal ownership of problem resolution.

This position offers opportunity to work in a globally distributed team where you will get a unique opportunity of personal development in a multi-cultural environment. You will also get a challenging environment to develop expertise in the technologies useful in the industry.

Primary responsibilities:

• Application Support: Provide advanced technical support for IBM Engineering Lifecycle Management tools (Requirement Management, Workflow Management, Test Management etc) including troubleshooting complex issues, support team in resolving user problems, and ensuring timely resolution of incidents. Serve as the go-to expert for the IT team.
• Incident Management: Investigate and resolve escalated incidents, working closely with end-users, development teams, management and other stakeholders to identify root causes and implement effective solutions.
• Problem Analysis: Perform, with the team, in-depth analysis of recurring/critical application issues, identifying underlying causes, and recommending proactive measures to prevent their recurrence. Document and share knowledge with the support team to enhance overall problem-solving capabilities.
• System Enhancement and Testing: Collaborate with development teams to provide insights and recommendations for improving application performance, stability, and user experience. Participate in system testing activities, ensuring that applications meet quality standards and are ready for deployment.
• Change Management: Assist in the planning and implementation of application changes, upgrades, and patches. Maintain application integrity during the change process.
• Documentation and Training: Provide guidance to team in creating documentation, including support guides, knowledge base articles, and troubleshooting procedures. Conduct training and knowledge sharing sessions within team.
• Continuous Improvement: Stay updated with industry trends, emerging technologies, and best practices related to application support. Identify opportunities for process improvements, automation, and efficiency gains within the support function.
• Collaboration and Communication: Collaborate with cross-functional teams, such as developers, system administrators, and business analysts, to foster effective communication, knowledge sharing, and problem resolution. Provide regular updates to stakeholders regarding the status of support activities and ongoing projects

Job qualifications

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience)
• Experience in IBM Enterprise Lifecycle Management (ELM) in MUST.
• At least 10 years of relevant experience.
• Proven experience in application support, with a focus on troubleshooting and incident resolution.
• Strong knowledge of enterprise applications, databases, and operating systems.
• Proficiency in analyzing log files, debugging tools, and diagnostic techniques.
• Familiarity with ITIL processes, particularly incident and problem management.
• Excellent problem-solving and analytical skills, with the ability to think critically and provide innovative solutions.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
• Self-motivated, detail-oriented, and able to work as part of a team.
• Flexibility to work in a fast-paced environment and handle multiple priorities effectively.

Furthermore, you:

• Have the ability to have persuasive discussions, write clearly and concisely, listen attentively, and collaborate with partners to reach mutually beneficial outcomes
• Possess excellent English communication skills, both oral and written
• Thrive within an energetic, international, and multicultural team
• Are a believer and evangelist of DevOps, CI/CD, and Cloud
• Take initiative and express your ideas
• Can identify and recommend appropriate continuous improvement opportunities
• Are passioned for automation and IT service improvements

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