Job Description

Introduction

A Customer Success (CS) Technical Specialist in IBM means a career where you're helping clients fully realize the value of IBM products, whilst growing their adoption of next-generation technologies from across IBM's Z Transaction Processing software portfolio. We are looking for applicants interested in careers in Z Application Development and Platform, Z Data Engineering and/or Z IT Operations Management in customer success technical sales.

Preferring to 'show' vs. 'tell' we're looking for professionals who want to combine their technical expertise and education with the people skills needed to build technical solutions, co-creating with customers, partners, and colleagues to solve technical and business challenges.

Excellent onboarding training will set you up for success, whilst ongoing development will continue to advance your career through its upward trajectory. Our sales environment is fast-paced and supportive. Always part of a team, you'll be surrounded by leaders and colleagues who are always willing to help and be helped - as you support pilots that compel clients to invest in IBM's products and services.

Your role and responsibilities

As a CS Technical Specialist, you will work directly with the end client, in pursuit of accelerating their deployment of strategic offerings within their production environment, delivering deep technical expertise that leads to successful implementations. You will collaborate with the assigned IBM account teams as they are responsible for ensuring the right client sponsors and champions are actively involved and upon successful implementation validating key performance measurements have been met.

CS Technical Specialists execute technical activities to ensure client implements, adopts and achieves value from IBM Technology with hands-on, deep technical experience and excellent communication skills. A typical activity may involve:

• Drive the adoption of additional products, features, upgrades to maximize the overall value clients derive from IBM Technology.

• Actively guide end users on how to get value from IBM products.

• Install and provision environment so that IBM product functionality is ready to implement client use case(s).

• Finalize and validate architecture, use case(s) and sponsors. Ensure solution design can be implemented and will be fully functional for end users.

With technical expertise and a consultative style, you'll quickly build credibility as a trusted advisor at all levels with customers and IBM colleagues. To drive expansion and renewal growth, you'll guide leading enterprise companies through approaches that realize the full value of their IBM investments.

To be successful in this role, you will need:

• Confidence to contact and engage potential new customers and deliver an elevated experience.

• A desire to continually learn new technologies and how to apply their value in a client environment.

• Motivation to achieve technical objectives and high client satisfaction.

• Embrace curiosity and a growth mindset.

Required technical and professional expertise

• Education: Computer Science, Data Science or Engineering, Information Systems, or equivalent technical degree/experience.

• Strong communication / intellectual curiosity / continuous learner

• Ability to influence / strong organizational skills / timely execution for impact

• Proven track record to win and compete / change agent

Experience with three or more of the following:

• Operating system administration (Linux, Windows, z/OS)

• TCP/IP network and LDAP administration skills

• APM solutions on IBM Z platform, IBM CICS, Db2 or IMS admin skills

• Enterprise COBOL, PL/I programming skills, Java development skills

• Software testing methodologies, automated testing tools

• Data modeling, and experience with integration tools

• Security tools and protocols, knowledge of relevant compliance regulations

• Understanding of risk management practices and data access patterns

• Log analysis, proficiency in anomaly detection techniques

• SQL, relational database concepts, data manipulation, querying techniques

• Database administration tasks like backup and recovery, knowledge of Db2 utilities

• Data analysis skills, a good understanding of machine learning algorithms

• Ability to interpret complex data visualizations

• Understanding of monitoring and logging tools, proficiency in data analysis

• Experience with AI and machine learning concepts, automation scripting abilities

• Familiarity with DevOps practices

Preferred technical and professional experience

Experience with two or more of the following:

• OpenTelemetry (OTeL)

• Ability to work with scripting languages like REXX, JCL, YAML or Ansible

• Mainframe monitoring tools like RMF and SMF

• Knowledge of TSO, RACF security controls

• Working with Large Language Models and RAG models, Conversational AI and design principles

• Interoperating COBOL and Java within a z/OS subsystem is a bonus

• Data integration, messaging protocols like Kafka, REST API design, leveraging z/OS assets like MQ Queue, z/OS Connect EE, and AP Connect can be beneficial

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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