Description

We are seeking an Analyst II for Tech Support to provide high-level support for Siemens Polarion ALM, a leading application lifecycle management (ALM) tool. The successful candidate will address complex issues, offer strategic insights, and enhance support processes and product offerings.

Key Responsibilities:

• Offer expert-level technical support for Siemens Polarion ALM, resolving Tier 1 and Tier 2 team issues.

• Solve high-impact, complex technical problems using advanced troubleshooting techniques within Polarion ALM, including modules like Requirements Management, Test Management, and Issue Tracking.

• Advise on system optimization for Polarion ALM configurations, integrations, and performance tailored to client-specific needs.

• Collaborate with the product development team to identify systemic issues, suggest enhancements, and contribute to the future product roadmap.

• Mentor Tier 1 and Tier 2 support staff, promoting a culture of continuous improvement in Polarion ALM support.

• Oversee major incidents affecting Polarion ALM, coordinating with cross-functional teams for swift resolution and minimal client disruption.

• Develop innovative support strategies and best practices for Polarion ALM, enhancing service quality and operational efficiency.

• Create and maintain technical documentation, knowledge base articles, and process guidelines.

• Act as the primary technical liaison for high-priority clients, providing expert advice, managing expectations, and delivering exceptional service.

• Stay updated on the latest developments in Polarion ALM, contributing to R& D initiatives and leveraging industry trends to improve support offerings.

  Requirements

Basic Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• 7+ years of experience in advanced technical support roles, with deep expertise in Siemens Polarion ALM.

• Advanced proficiency in Polarion ALM configuration, customization, and integration capabilities.

• Expertise in PostgreSQL and scripting languages like JavaScript for customizations and extensions.

• Extensive experience with cloud environments (e.g., Amazon AWS, Microsoft Azure).

• Mastery of TCP/IP layers 1-4 and networking concepts relevant to Polarion ALM deployments and integrations.

• Strong leadership and strategic thinking skills.

• Excellent communication skills.

  Technology Doesn't Change the World, People Do.®

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