Senior Technical Support Engineer- Business Analytics

Job Description

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 Role and Responsibilities
Looking for an exciting and challenging career?
Seeking to enhance your technical skills and become part of a professional team?
Wanting to develop client-facing skills?
Excited to join a High Tech giant that has been in business for over 100 years, and yet still manages to be on the leading edge.
Want to work with and be mentored by true experts who have been in the game since “Business Intelligence” was invented? Want to become an expert yourself?
Join our fast-paced, diverse and cutting-edge team, IBM Planning Analytics & Cognos Analytics Support Team with a local office located at Krakow Software Laboratory. We are building a new team of highly skilled and motivated individuals who provide technical support to IBM clients. The team is a part of the wider IBM support organization which handles severity 1 support tickets as part of the worldwide 24x7 follow-the-sun (FTS) program as well as non-severity 1 tickets.
We help organizations of all sizes make sense of information in the context of their business. The Support team is a highly collaborative team where hard work and achievement are both recognized and rewarded.
We are seeking a Senior Technical Support Professional who is looking for a stimulating and challenging career at IBM.
The Engineer is responsible for remote technical support of Planning Analytics or Cognos Analytics.
Many of our Support Professionals move onto successful careers in Development, Product Management, or Consulting, others choose to stay within Support organization in consulting, teaching or management roles.
We contribute to the Support department organizational objectives: technical excellence and high customer satisfaction metrics, through a combination of the following behaviors and skills:
• Provide technical assistance to customers using the existing knowledge base, through problem determination/trouble shooting and root cause analysis skills.
Work with experienced analysts, consultants and product development to resolve difficult technical issues
• Prioritize and understand issues – negotiates with clients as to relative priority.
• Communicates action plans to the customer and as necessary and appropriate to other internal IBM personnel (Cognos Operations, Management, Development).
Set-up test cases and reproduce complex customer environments
Additionally, the analyst may also:
• Recommend and/or implement new solutions or improvements to existing technical support tools, procedures, and processes.
• Provide training for and mentor others on the team.
• Contribute to early beta testing of new BA (Cognos) releases.
• Create or enhance knowledge assets for the BA Knowledge Base (how-to guides, technical notes or similar)
• Available to work on call, after hours support
• Available to work some holidays to serve our clients
Required Technical and Professional Expertise

• Bachelor’s Degree in either a scientific or a computer related discipline
• Passionate about learning new technologies
• Passionate about customer success
• An attitude of quality, diligence and thoroughness
• Strong verbal and written communication skills
• Keen troubleshooting skills and practiced agile development methodology
• Experience with OLAP, cubes and DW
• Familiarity with Relational databases (on-premise and Cloud) such as DB2, Oracle, SQL Server, etc.
• Ability to recognize and prioritize critical tasks independent
• Knowledge of Linux and Windows
• Hands on use of Unix and/or Linux commands

Preferred Technical and Professional Expertise
• Previous experience with Cognos TM1, IBM Planning Analytics, or equivalent
• Previous experience with Cognos Analytics (Business Intelligence) or equivalent
• Experience with security methods - OIDC, ADFS, Kerberos, SSO, SSL, etc.
• Knowledge of shell scripting or programming languages such as Python/Java/JavaScript/C++/C
• Application tier technologies
• Web tier technologies
• Cloud providers and underlying technologies (e.g. IBM, AWS, Azure, Orchestration software)
• Container & Orchestration technologies (e.g. Kubernetes, Docker)
• Network Administration
About Business Unit
Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.
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 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.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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.