Job
Description
As an Enterprise Architect & Technical Owner position in IBM’s CIO organization, to manage delivery of voice services for IBM employees. Includes IBM’s Enterprise Architect & Technical Owner position in IBM’s CIO organization, to manage delivery of voice services for IBM employees. Includes IBM’s phone systems which are used globally to support various business operation requirements, managing operational complexities, complying with regulatory requirements, identifying technical solutions to meet various types of phone system needs, and managing business requirements. The position serves as a leader & focal point for application customization, configuration, security, and support activity for the phone system. Requires focus on the full life cycle of solutions, including collaborating with stakeholders, consulting with business suppliers to identify solutions, understanding business requirements & challenges, and designing solutions that optimize system capabilities and user experience within technology & financial constraints. Phone systems which are used globally to support various business operation requirements, managing operational complexities, complying with regulatory requirements, identifying technical solutions to meet various types of phone system needs, and managing business requirements. The position serves as a leader & focal point for application customization, configuration, security, and support activity for the phone system. Requires focus on the full life cycle of solutions, including collaborating with stakeholders, consulting with business suppliers to identify solutions, understanding business requirements & challenges, and designing solutions that optimize system capabilities and user experience within technology & financial constraints. Roles and Responsibilities: Actively collaborate with subject matter experts, product owners, endusers, and other stakeholders to facilitate, gather, and document businessrequirements. Translate business and functional requirements into technicalspecifications. Document requirements using appropriate content & formats (e.g. process steps, flow diagrams, desired outcomes, examples, etc)mapped to corresponding business process. Follow-up & clarify whenrequirements are incomplete, conflicting, ambiguous, or changing overtime. Develop project plans across multiple complex projects using collaborative project management tools and keep up-to-date. Participate in meetings, take notes, and log actions and owners. Effectively manage projects frominitiation to completion, with clear communication & follow-up throughout. Review system designs and approaches to ensure they meet/exceed business requirements. Seek alternative approaches that simplify design, minimize resource requirements, and improve user experience. Lead development & deployment of solutions in partnership with product owners, developers, and other stakeholders. Comfortable working with globally dispersed teams across multiple time zones. Handle client expectations and provide oversight for technical resources and suppliers. Manage compliance with IT security and application management requirements, including system access control, separation of duties, problem & vulnerability resolution, changes, data privacy, and reviews/audits. Model effective collaborative behaviors when working with individuals, teams, and suppliers. Follow Agile practices & approaches and actively contribute to Agile ceremonies. Required education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise Bachelor’s degree in Infrastructure Technology, Software design, business process analysis, or equivalent experience Excellent communication skills (written and verbal). Able to clearly communicate with leadership and colleagues about technical capabilities, limitations, issues, and recommendations. Highly organized, detail oriented, independent, and resourceful. Able to manage complex technical projects with diverse global stakeholders and detailed, interdependent requirements. Experience with Agile practices and associated tools Experience with a variety of phone systems including MS teams Phone, and Cisco. Perform data analysis and manage performance metrics, run ad hoc queries against MySQL data Comfortable working with Jira, ServiceNow and Monday for project tracking 5+ years of IT architecture experience is a must. Preferred technical and professional experience Master’s degree in Infrastructure Technology, application design, business process analysis, or equivalent experience 3+ years of IT project management or Technical Owner Experience Experience with Contact center technologies preferred.
