IBM is a global technology and consulting company that helps clients drive business and technology transformation. This role develops, maintains, and supports IT service management solutions such as Remedy, ServiceNow, and IBM Control Desk, while troubleshooting issues and managing IT services to ensure smooth business operations.
Design, implement, and maintain IT service management solutions, such as Remedy, ServiceNow, or IBM Control Desk, to meet business needs and ensure seamless IT operations
Analyze and comprehend the business functions of IT service management applications to provide effective solutions and support
Utilize IT service management solutions to efficiently manage IT services, ensuring minimal disruptions to business operations
Leverage technical expertise to troubleshoot and resolve issues related to IT service management solutions, ensuring prompt resolution and minimal downtime
Qualification
Required
Bachelor's Degree
• **IT Service Management Solutions:** Exposure to managing and maintaining IT service management solutions, such as Remedy, ServiceNow, or IBM Control Desk, including understanding their business functions
• **End-to-End Application Knowledge:** Experience working with IT service management applications, analyzing and comprehending their business functions to provide effective solutions and support
• **Technical Troubleshooting:** Exposure to troubleshooting and resolving issues related to IT service management solutions, leveraging technical expertise to ensure prompt resolution and minimal downtime
• **Solution Development:** Experience implementing and maintaining IT service management solutions to meet business needs and ensure seamless IT operations
• **IT Service Management Operations:** Exposure to utilizing IT service management solutions to efficiently manage IT services, ensuring minimal disruptions to business operations
* Cloud Technologies: Experience with cloud platforms like GCP, AWS, and Azure, including their AI/ML services
* Generative AI Experience with LLM and Generative AI and Google Cloud Products and services (e.g Vertex AI, Dialogflow, Gemini)
* ML Development: Experience with Machine Learning model development and deployment
* AIML Frameworks: Experience with frameworks for deep learning (e.g. PyTorch, Tensorflow, Jax, Ray, etc.), AI accelerators (e.g. TPUs, GPUs), model architectures (e.g. encoders, decoders, transformers), and using machine learning APIs
* Experience: 1-2 Years
* Troubleshooting Code Experience: 1-2 years of experience reading code in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design
* AIML Experience: 1-2 Experience with Machine Learning model development and deployment
* Troubleshooting Experience: 1-2 years of experience in troubleshooting, diagnosing, and resolving complex issues
* Support Experience: Familiarity with support methodologies, case lifecycles, and analytical skills for breaking down issues
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
Preferred
• **Proficiency in Equivalent Solutions:** Exposure to managing and maintaining IT service management solutions equivalent to Remedy, ServiceNow, or IBM Control Desk, including understanding their business functions
• **Additional ITSM Platforms:** Experience working with other IT service management platforms, analyzing and comprehending their business functions to provide effective solutions and support
Benefits
Eligible employees may have access to healthcare benefits including medical and prescription drug coverage, dental, vision, and mental health and well-being coverage.
Eligible employees may have access to financial programs such as a 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, and short- and long-term disability coverage.
Eligible employees may have access to opportunities for performance-based salary incentive programs.
Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs.
Eligible employees may have access to paid family leave benefits where required by applicable law.
Training and educational resources on IBM's personalized, AI-driven learning platform, including opportunities to obtain industry-recognized certifications.
Diverse and inclusive employee resource groups.
Giving and volunteer opportunities.
Discounts on retail products, services, and experiences.
IBM provides technology and consulting, including software, infrastructure systems, and cloud-based solutions.
