Analyst II Tech Support -1 Year contract

Analyst II Tech Support (REMOTE):

Support the Siemens Polarion ALM, a premier application lifecycle management (ALM) tool. You will handle the most complex and critical issues, provide strategic insights, and lead initiatives to enhance support processes and product offerings. This role offers a unique opportunity to shape the future of Polarion ALM, work closely with top engineers and developers, and drive innovation.

PRIMARY RESPONSIBILITIES:
• Expert-Level Support: Provide unparalleled technical support for Siemens Polarion ALM, addressing the most challenging issues that Tier 1, and Tier 2 teams cannot resolve.

• Advanced Troubleshooting: Utilize advanced troubleshooting techniques to resolve high-impact and complex technical problems within Polarion ALM, including issues related to its core modules such as Requirements Management, Test Management, and Issue Tracking.

• System Optimization: Offer strategic guidance on optimizing Polarion ALM configurations, integrations, and performance to meet clients' specific needs and ensure maximum efficiency.

• Product Enhancement: Collaborate with Siemens Polarion product development teams to identify and address systemic issues, suggest enhancements, and contribute to the roadmap for future releases.

• Leadership and Mentorship: Mentor and develop Tier 1, and Tier 2 support staff, providing expertise and fostering a culture of continuous improvement in Polarion ALM support.

• Incident Management: Lead the response to major incidents affecting Polarion ALM, coordinating with cross-functional teams to manage impact, ensure swift resolution, and minimize client disruption.

• Innovation and Best Practices: Develop and implement innovative support strategies and best practices specifically for Polarion ALM, improving service quality and operational efficiency.

• Technical Documentation: Create and maintain comprehensive technical documentation, knowledge base articles, and process guidelines tailored to Polarion ALM support.

• Client and Stakeholder Communication: Act as the primary technical liaison for high-priority clients using Polarion ALM, providing expert advice, managing expectations, and ensuring exceptional service.
• Research and Development: Stay updated with the latest developments in Polarion ALM, contributing to R&D initiatives and leveraging industry trends to enhance support offerings.

• Advanced Degree or Equivalent Experience: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent extensive work experience).

• Expertise in Polarion ALM: 7+ years of experience in advanced technical support or engineering roles, with deep expertise in Siemens Polarion ALM, including its core functionalities like Requirements Management, Test Management, and Issue Tracking.

• Technical Skills Specific to Polarion ALM: Advanced proficiency in Polarion ALM’s configuration, customization, and integration capabilities, with a proven ability to solve complex issues related to these areas.

• Database and Scripting Knowledge: Expertise in PostgreSQL (used with Polarion ALM), along with proficiency in scripting languages such as JavaScript for customizations and extensions.

• Cloud and Infrastructure: Extensive experience with cloud environments (e.g., Amazon AWS, Microsoft Azure) as they pertain to hosting and managing Polarion ALM instances.

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

• Leadership and Strategic Thinking: Strong leadership skills, with the ability to drive strategic initiatives and influence change across support and development teams.

• Advanced Problem-Solving Skills: Exceptional analytical and problem-solving abilities, with a track record of addressing the most complex technical challenges in Polarion ALM.

• Communication Skills: Excellent communication skills, with the capability to articulate complex technical issues and solutions effectively to both technical and non-technical stakeholders.