IBM Looking for Technical Support Specialist – L2 Support (Notes/Outlook) at Bengaluru, Karnataka Full Time

Introduction

IBM CIO Identity Provisioning is responsible for the creation of both the w3id and Mailfile for all new hires to IBM, both IBM Regular employees as well as non-IBM employees such as contractor and vendors. You will join CIO Identity Services as an Identity & Mail Provisioning Support Specialist based in Bangalore. As an Identity Support specialist, you will work as part of a worldwide team to assist HR onboarding specialist, IBM managers and IBM end users worldwide with the critical provisioning and maintenance of their IBM Identity.

Your Role and Responsibilities

As an Identity Provisioning Specialist, you will be helping internal employees of IBM with the management of their mail accounts. We are looking for a passionate, talented, and creative people with problem solving skill who will be able to help our customers in their time of need. Address end user concerns/issues with initial Identity provisioning as well as lifecycle management support for existing IBMers. Work within IBM’s ServiceNow tooling to effectively manage tickets in your queue, partnering and teaming with other L2 triage representatives in US and Bratislava.

Responsibilities:
You will be a member of a well-established support team whose main focus is to resolve any issues that would occur with the mail account of IBM employees. We are the second line of support the help desk can turn towards in case someone experiences issues with their mail account or would need the name or mail address changed. We work with the onboarding teams to create the mail accounts for new employees or re-create them for returning ones should any issues occur. Therefore, good written and spoken English communication is required with a customer focused approach to ensure a satisfactory resolution. You will need to be able to look into the background of issues to find what may have caused the initial problem and resolve it alone or with the help of another team should it be needed.

This role requires good communication, collaboration, organization and problem-solving skills. As most of our tools are internal, an education and training for these tools will be provided by the company.

Required Technical and Professional Expertise

IBM Notes/Domino experience (either as an administrator or developer)

End User Support experience

Understanding of IBMs Identity Provisioning process

Familiarity with IBM Notes teamrooms and Notes databases

Basic understanding of w3id and its use within IBM

Access/Identity management experience

Understanding of IBMs HR onboarding processes

Proactive/problem solving thinking

Effective CritSit handling

Ability to multitask handling a number of open tickets at a given time

Basic understanding of Agile practices

Web browsers and basic web concepts

Effective Problem-solving

Effective Communication

Critical Thinking Analysis & Communication Techniques. Methodical and Logical approach. Ability to plan work and meet deadlines. Accuracy and attention to details. Self-Managing. Relationship-Building.

Use of Slack and other team tools

Preferred Technical and Professional Expertise

At least 2 years’ experience in successfully interacting with customers

Previous experience in a support environment

Windows experience professionally and/or personally

Experience with Agile methodology applied in a customer service environment

About Business Unit

We, at the IBM Chief Information Office (CIO) are a dynamic group of business, strategy and technology professionals, who provide top-of-the-line industry consulting, application and business process delivery, and follow agile values and principles. CIO is at the forefront of the digital reinvention of key applications used across IBM globally, providing value-led and asset-powered end-to-end solutions.

We are a cross-functional organization that provides IT applications and infrastructure services to IBM Business Units and to IBMers worldwide. Our mission is to provide a productive environment for everyone at IBM. We do this by leading with Design to drive simplicity and ease of use, Engineering the systems that own the business, and Innovating to transform the business. We continually Deepen our Agile practices while ensuring we Secure the Enterprise.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBM

Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.

About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.