Tech Support - IAM Security

Job description

AccessHub project in IBM is one of the key initiatives, it brings "who has what" data into a single location.

AccessHub is a milestone in online access, security and control for IBMers. The AccessHub initiative, sponsored and directed by the office of the CIO, is being undertaken to help standardize the access management experience for all types of users across the global IBM enterprise.

In context of AccessHub strategy, the global support team will be located in 3 strategic geographies (Mexico, Slovakia, India) to provide 24/7 support.

We also manage sev 1 incidents using several tools and integrations, monitoring, maintaining status pages, FAQs, and other documentation useful for clients. In summary, we do our best to provide fast resolution and excellent support to our customers.

We collaborate globally and encourage innovation and automated solutions like Chatbot that automatically responds to user questions acting as level 1 support or ServiceNow ticketing tool solution to internally and externally simplify and unify the support process while obtaining relevant measurements for continuous improvement.

In this role you will:
·  Provide Level 2 support for the system within agreed service levels.
·  Implement and manage effectiveness of Incident, Service Request, Change and Problem management processes for the service area.
·  Provide daily/weekly report for ticket status
·  Be Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
The following will assist on the journey:
·  Great communication and organizational skills
·  Hardworking
·  Work and Communication under pressure / client focus
·  User orientation to provide great support
·  Collaborative approach and ability to share with global team members lessons learned and blockers
·  Good analytical skills
·  Flexibility & Time management
·  Good prioritization skills
·  Detail oriented
·  Potential to grow into more technical role
IBM will not be providing visa sponsorship for these positions 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.

CIODEM20
Auto req ID

331719BR
Required Education

High School Diploma/GED
Role ( Job Role )

Technical Support Professional
State / Province

NEW YORK
Primary job category

Software Development & Support
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

F&O
Preferred Education

Bachelor's Degree
City / Township / Village

New York
Being You @ IBM

IBM 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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  Experience with ticketing system for example ServiceDesk, Remedy, etc.
·  Ability to provide 24/7 on-call support as a SME (on a rotational basis if required)
·  Ability to learn fast the application logic and system functionalities
·  Ability to translate user requirements based on tool capabilities
·  Ability to drive and deliver e2e task
·  Excel – Advanced level
Country/Region

United States
Preferred Technical and Professional Experience

·  No coding skills required but nice to have – SQL, DB2, JSON
·  Ticket management experience
·  Work experience in agile environment
·  Support experience
·  Access management experience
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

None
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

IBM 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.
New Collar Role

Yes
Introduction

At 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 Life @ IBM

What 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 Business Unit

The Office of the Chief Information Officer (CIO) owns IBM's IT strategy and provides the tools, workstations, devices, and infrastructure that IBMers use to do their jobs every day. Put simply, our mission is to create a productive environment for IBM's 365,000 worldwide employees. Join us as we lead with with design to drive simplicity and ease of use, engineering the systems that run the business, and innovating to transform the business.
About IBM

IBM'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.