Analyst II Tech Support (ALM)

Job Description:

• 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.

• 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.

• Requirements:
• Advanced Degree or Equivalent Experience: Master'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.

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