Qualifications

• 5-7 years of experience in enterprise content management platforms such as IBM FileNet.
• Proficient in Linux environments and container orchestration like OpenShift or Kubernetes.
• Solid understanding of security protocols such as SAML, OAuth, and Kerberos.
• Experience analyzing logs and following structured troubleshooting processes.
• Familiar with ITIL-based incident management and ticketing systems.
• Excellent communication skills with a strong customer service orientation.
• Ability to work independently and collaborate effectively with diverse teams.
• Programming knowledge in JavaScript, Java, Python, and scripting languages like PowerShell.

Responsibilities

• Provide L1/L2 support for key IBM applications including FileNet and Content Navigator.
• Troubleshoot and resolve user issues related to document management and workflows.
• Monitor the health and performance of ECM platforms and resolve issues proactively.
• Conduct routine health checks and validate system updates post-deployment.
• Assist in resolving authentication and security issues related to ECM platforms.
• Document incidents and resolutions to improve the knowledge database.
• Work collaboratively with cross-functional teams for escalated support needs.
• Support disaster recovery testing and maintenance activities for ECM environments.

Benefits

• Health coverage for medical, dental, and vision.
• 401(K) savings plan with company match and pension.
• Tuition assistance for continued education.
• Flexible PTO for community volunteer activities.
• Paid parental leave for new parents.
• Wellness programs to support employee health.
• Employee discounts on various services and products.