Senior Polarion ALM Technical Support Specialist

4 weeks ago

Windsor Locks, Connecticut, United States zobility Full time

Job Title: Senior Polarion ALM Technical Support Specialist

Job Summary:

We are seeking a highly skilled Senior Polarion ALM Technical Support Specialist to join our team at Zobility. As a key member of our support team, you will be responsible for providing expert-level technical support for Siemens Polarion ALM, addressing complex issues that Tier 1 and Tier 2 teams cannot resolve.

Key Responsibilities:

  • Provide unparalleled technical support for Siemens Polarion ALM, addressing the most challenging issues that Tier 1 and Tier 2 teams cannot resolve.
  • 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.
  • Offer strategic guidance on optimizing Polarion ALM configurations, integrations, and performance to meet clients' specific needs and ensure maximum efficiency.
  • Collaborate with Siemens Polarion product development teams to identify and address systemic issues, suggest enhancements, and contribute to the roadmap for future releases.
  • Mentor and develop Tier 1 and Tier 2 support staff, providing expertise and fostering a culture of continuous improvement in Polarion ALM support.
  • Lead the response to major incidents affecting Polarion ALM, coordinating with cross-functional teams to manage impact, ensure swift resolution, and minimize client disruption.
  • Develop and implement innovative support strategies and best practices specifically for Polarion ALM, improving service quality and operational efficiency.
  • Create and maintain comprehensive technical documentation, knowledge base articles, and process guidelines tailored to Polarion ALM support.
  • Act as the primary technical liaison for high-priority clients using Polarion ALM, providing expert advice, managing expectations, and ensuring exceptional service.
  • 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.

What We Offer:

We offer attractive, competitive compensation and benefits, including medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, let's talk. Please visit www.zobility.com to learn more.

Zobility is RGBSI's workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.

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