IBM Watson Health Process Support Engineer in Austin, Texas
Position can be located in the following locations: Cambridge, MA, Rochester, MN, Durham or Research Triangle Park, NC, or San Jose, CAIBM Watson Health is looking for talented individuals destined to usher in the next era of healthcare. We live in a moment of remarkable change and opportunity. The convergence of data and technology is transforming healthcare and life sciences organizations today. New opportunities are being created that never existed before to meet the demands of this transformation. We have an exciting opportunity for a Process Support Engineer.Candidates will be expected to be responsible for administering the process infrastructure of the for the GxP cloud offering (IBM Watson Health Cloud for Life Sciences Compliance). This includes understanding the overall LSC technical design, the Smart Cloud Control Desk (SCCD) implemetnation supporting its management processes, GxP regulations, and associated quality management processes. Some of the responsibilities of the role will include: - Administering the LSC SCCD implentation to support the Service Request, Change, Configuration, Incident, and Problem processes as designed for the LSC offering. This includes design changes, upgrades, maintenance, and new installations, etc., according to the Standard Operating Procedure (SOP) documents for operational support of the GxP cloud offering.- Perform problem determination and resolution of customer issues with the use of SCCD in the GxP Cloud Offering, providing proper ticket handling, communications, status, escalation, and engagement of SCCD Support and Product Developemnt when required.- Engage with LSC Development to define and plan improvements to the solution to increase ease-of-use, performance, and/or reliability.- Engage with LSC Delivery team members to develop and/or maintain appropriate SCCD user documentation for both internal and external use. - Perform approved changes to the GxP cloud based the documented change control SOPs when required.- Actively compete initial and ongoing required training for GxP cloud as determined by training coordinator.- Provide timely response to SCCD tickets that require delivery actions- Reporting status, compliance risks, and quality issues to the LS CoE and Cloud Delivery management- Performing other related tasks as assigned.watsonhlth
Minimum of 5+ years' of experience with the following:
Designing and implementing Smart Cloud Service Desk (SCCD) based solutions.
Deep knowledge of ITIL V3.
Experience in IT operations and/or providing IT operation solutions.
Customer facing experience