Technical Iteration Manager - IT Support

Introduction
At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you!

Your Role and Responsibilities
IBM CIO is seeking an experienced Agile leader and iteration manager for the IT Support Content Team. The iteration manager works with the core team and extended teams as the guardian of the process. A successful candidate should be self-motivated, a life-long learner, and be well versed in Agile and Scrum technologies.

The IT Support Content Team, comprised of expert technical writers, is responsible for delivering exceptional support content for IBMers to find solutions to their most common technical issues. This team edits and creates thousands of articles each year for both IBMers and technical support advisors. This content covers hundreds of topics and receives more than one million views annually.

In addition to self-help articles published on IT Support, the Content Team writes Watson AI-assist responses for IBMers needing help.

Global IBMers are our everyday consumers and we focus on improving their support experience. The solutions within this portfolio provide resolution of IT issues, optimized advisor experiences, and new cognitive insights on data and interaction behaviors to improve business processes. The intended outcome is faster resolution of issues leading to improved customer satisfaction. In addition, our team provides additional channels for self-support to empower IBMers to find the answers they need to remain focused and productive.

This position is in Austin, TX.

Responsibilities:

• Work with Content Team Manager, process leads, core team, and extended team using Agile operations methodologies and best practices to deliver world-class content and time-boxed deliverables.
• Use Agile Kanban practices to facilitate a highly talented team of technical writers in operational task management in a transparent, collaborative manner.
• Guide the team through Agile ceremonies including backlog refinement and replenishment, service delivery review, and retrospectives.
• Be an agile IBM squad member committed to delivering, managing, and operating a world class meeting experience for IBM employees anywhere, anytime, with any device.
• Demonstrate great communication skills, strong organizational skills, and the ability to collaborate successfully across IBM and with external providers.
• Maintain focus on the user experience, security, simplification, and automation while reinforcing collaboration within the team.
• Organize reporting schedule to ensure transparency with upline leadership.
• Work with the team to remove impediments blocking the completion of work or commitments.
• Ensure consistency and best practices within the team and identify opportunities for process and tooling efficiencies.

Required Technical and Professional Expertise

• 3 years’ experience as an Iteration Manager or Scrum Manager leading a team in Agile practices and ceremonies.
• A strong interest and/or experience in Watson and/or Artificial Intelligence (AI).
• Ability to self-motivate and develop strategy surrounding programs, remaining aligned with product owner and product roadmap.
• Experience using Microsoft Excel for data analysis and reviewing complex reports.
• Experience using JIRA in both Agile scrum and Kanban frameworks.
• Team leadership, problem solving, negotiation, teamwork, and collaboration.
• Ability to manage multiple projects while maintaining attention to detail.

Preferred Technical and Professional Expertise

• Extreme attention to detail, shown through excellent communication and written skills.
• Willingness to ask questions and independently track down answers, being highly resourceful, creative, and collaborative.
• Expert knowledge in project or program management.
• Certified in Agile Scrum methodologies.
• Experience using ServiceNow for reporting and building dashboards.
• Familiarity with tools, such as Cisco Webex, Slack, Box and Mural.
• Comprehensive overall passion for technology.