Introduction
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients the around world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including IBM Software and Red Hat.
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Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.
Your Role and Responsibilities
The Consultant will be responsible for Level 2 and Level 3 support, as well as managing minor enhancements for Web and iOS applications. These applications are primarily used by the Retail sector. Some applications also handle marketing event management. Additionally, there are some internal applications that support the industrial chains.
The Consultant will work closely with the Service Manager/Lead responsible for the domain, as well as other stakeholders and team members, to ensure user issues are resolved in a timely and effective manner.
Key Responsibilities:
- Provide technical support to users via the ServiceNow ticketing system, as well as through email, phone, or chat.
- Resolve user issues related to Web and iOS applications.
- Participate in Domain Daily meetings.
- Document and track user issues.
- Collaborate effectively with other TMA (Third-Party Maintenance) teams.
- Work with Business Analysts and business stakeholders to fully understand expectations regarding required enhancements and improvements, while also being proactive in making suggestions.
- Contribute to knowledge capitalization within the Knowledge Base.
- Maintain up-to-date knowledge of Web and iOS technologies and best practices.
- Identify and escalate any problematic issues or improvement points to the cross-functional team via the Service Manager/Lead, aiming for a continuous improvement approach.
- Be available for on-call shifts upon client request, to cover significant events that may occur on weekends, holidays, or even overnight if the event happens abroad.
- Strong commitment and motivation are expected to support and satisfy the client.
The candidate will work remotely but must be able to travel occasionally to the client's site in Le Brassus, Switzerland. Initially, more on-site presence may be required for familiarization during the first few weeks.
What we offer you:
- Individual career path
- Access to countless trainings and certification offerings
- A knowledge sharing culture
- An environment where you are actively contributing your ideas
- The possibility to work in projects in one of the largest IT companies
Required Technical and Professional Expertise
- Proven experience in a similar role, preferably within the IT industry.
- Experience in Mobile: React, Swift, Xcode (on Mac)
- Solid knowledge of Web and iOS technologies and best practices.
- Excellent communication and social integration skills.
- Strong problem-solving abilities.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Strong customer service skills
- Consultants will also implement/improve development processes around DevSecOps and issues related to automated testing.
- The technical platform is based on Azure and TFS, with deployments done on either OnPremise environments or, in some cases, on Azure Cloud.
- Fluent in English and French is a must (written & spoken)
- Swiss nationality or valid Swiss work permit / EU passport
Preferred Technical and Professional Expertise
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