Administrator for client Knowledge Management database, which encompasses the documentation for multiple groups, from the IBM Help Desk teams through the Corporate IT Support and Provisioning teams, along with the client’s teams such as the Enterprise Operations and Desktop IT Support groups. Provide awareness and assistance to the various teams on matters relating to the Help Desk and Knowledge Management. Work with all groups, from Corporate IT Hardware and Software, Telecommunications and Networking, through to Merchandising, Pricing Operations and Commercial Customer teams to determine changes, additions and new upcoming projects that affect the various IBM Help Desks and their ability to meet key service requirements, made possible by extensive daily business and informal contacts with a wide range of teams and Team Members. Work directly with the IBM Quality team, assisting with their quality improvement projects, as well as chairing multiple call monitoring sessions with to randomly sample actual Customer calls handled by the various IBM Help Desk teams based on required criteria such as adherence to processes, voice and accent, and correct issue handling and resolution. Provide direct hands-on issue resolution assistance for IBM and client, where required. Provide assistance to IBM teams on issue resolution efforts, using tools such as call recordings and ticket history as well as convenient access to customers, to discover issues and implement corrective actions and documentation. Liaise with the client’s Help Desk Manager on matters such as call queue management, issue escalation and general day-to-day assistance as needed.
Work alongside some of the best minds in the industry as a Database Administrator at IBM. You'll build proof-of-concept solutions, using data management technology, and architect data management solutions, to address client needs.
If you're an IT specialist with expertise in one or more relational (and non-relational) data management-based software product areas, such as mainstream data management software from IBM and/or Oracle, we'd like to meet you. In this position you will primarily apply your technical skills in an internal or external customer services and implementation environment. Come expand your expertise with a truly global leader. Join us.
Interested in learning more about IBM? Check out the IBM Global Careers newsletter .
- High School Diploma/GED
- At least 3 years experience in Analyze client needs, requirements and expectations
- English: Fluent
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 - 23 months ago
International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...