AccessHub L1 Support

IBM International Services Centre s.r.o.27.10.2020

Position information

Place of work

Bratislava, Slovakia

Job description, position information

Your Role and Responsibilities :
AccessHub project in IBM is one of the key initiatives, it brings "who has what" data into a single location.
AccessHub is a milestone in online access, security and control for IBMers. The AccessHub initiative, sponsored and directed by the office of the CIO, is being undertaken to help standardize the access management experience for all types of users across the global IBM enterprise.
In context of AccessHub strategy, the global support team will be located in 3 strategic geographies (Mexico, Slovakia, India) to provide 24/7 support.
We also manage sev 1 incidents using several tools and integrations, monitoring, maintaining status pages, FAQs, and other documentation useful for clients. In summary, we do our best to provide fast resolution and excellent support to our customers.
We collaborate globally and encourage innovation and automated solutions like Chatbot that automatically responds to user questions acting as level 1 support or ServiceNow ticketing tool solution to internally and externally simplify and unify the support process while obtaining relevant measurements for continuous improvement.

Required Professional and Technical Expertise :
Experience with ticketing system; ServiceDesk, Remedy, etc.
Provide Level 2 support for the system within agreed service levels.
Ability to provide 24/7 on-call support as a SME (on a rotational basis if required)
Great communication and organizational skills
Work and Communication under pressure / client focus
User orientation to provide great support
Collaborative approach and ability to share with global team members lessons learned and blockers
Good analytical skills
Ability to learn fast the application logic and system functionalities
Ability to translate user requirements base on tool capabilities
Ability to drive and deliver e2e task
Fluent English spoken and written
Flexibility & Time management
Good prioritization skills
Detail oriented
Excel – Advanced level

Nice to have:
Implement and manage effectiveness of Incident, Service Request, Change and Problem management processes for the service area.
Provide daily/weekly report for ticket status
Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
No coding skills required but nice to have – SQL, DB2, JSON
Potential to grow into more technical role
Ticket management experience
Work experience in agile environment
Support experience
Access management experience.

Salary offered

1600 EUR

Contract type


Requirements on employee

Required education

First Level University Education (Bachelor's Degree)