Customer Success Analyst - Coop (Ottawa, ON)

Ottawa, Ontario
Student Jobs, Co-op
Job Description

IBM is a globally integrated technology and consulting company headquartered in Armonk, New York. With operations in more than 170 countries, IBM attracts and retains some of the world's most talented people to help solve problems and provide an edge for businesses, governments and non-profits.

Today, IBM is focused on five growth initiatives - Cloud, Big Data and Analytics, Mobile, Social Business and Security. IBMers are working with customers around the world to apply the company's business consulting, technology and Research & Development expertise to enable systems of engagement that deliver dynamic insights for businesses and governments worldwide.

The following student position is a part of IBM Canada's EPIC (Employment Pathways to Interns & Co-ops) Student Program. This position is only open to students registered in a Canadian University or College program, who have completed a minimum of 2 years of their degree or diploma program, and who must be returning to full-time study upon the completion of the temporary IBM work term.

*This Student Position resides in Ottawa, Ontario and is an 8 (co-op) month work term commencing January 2017.

What IBM Offers You?

  1. Work directly on product and services that affect our clients, while having access to cutting edge software technology
  2. Work on projects which are challenging and rewarding
  3. A business causal dress code and flexible work hours, to ensure work-life balance
  4. Access to Future Blue - IBM's large student community that provides networking opportunities, sporting and social events.

It is a mandatory requirement for students to apply online at including a (1) cover letter, (2) resume, and (3) official or unofficial transcripts.

The following job responsibilities for Customer Success Analystinclude:

The Customer Success Analyst is responsible for remote technical support of IBM software and solutions for IBM's Industry Solutions business unit across a broad spectrum of IBM Financial and Operational Performance Management (FOPM) products (e.g. IBM TM1, IBM Planning Analytics, IBM Enterprise Planning, IBM Controller).

We contribute to the Support department organizational objectives: technical excellence and high customer satisfaction metrics, through a combination of the following behaviors and skills:

  • Provide technical assistance to customers using existing knowledge base, through problem determination / trouble shooting and root cause analysis skills.
  • Prioritize and understand issues – negotiates with clients as to relative priority.
  • Communicates action plans to the customer and as necessary and appropriate to other internal IBM personnel (Cognos Operations, Management, Development, et al).

Additionally, the analyst may also:

  • Recommend and/or implement new solutions or improvements to existing technical support tools, procedures and processes.
  • Provide training for and mentor others on the team.
  • Contribute to early beta testing of new Analytic Solutions releases.
  • Create or enhance knowledge assets for our Knowledge Base (how-to guides, technical notes or similar).

Required Education: High School Diploma/GED

Preferred Education: Pre-University Qualification

Required Technical and Professional Expertise:

  • We are seeking top talent individuals with these key characteristics:
  • Proven experience of operating systems (Windows, Linux, and UNIX platforms)
  • Proven experience with relational databases (e.g., DB2, Oracle, MS SQL Server)
  • Familiarity with web deployment, CGI applications and servlets
  • Proven collaboration and problem solving skills
  • Analytical thinking and troubleshooting
  • Demonstrated knowledge or understanding of accounting, budget and planning concepts is an asset
  • Co-op or internship program enrollment is mandatory

Preferred Technical and Professional Experience:


Eligibility Requirements:

This role will involve working with technology that is covered by embargo Export Regulations. If you are a Foreign National from any of the following embargoed countries (Cuba, Iran, North Korea, Sudan, Syria) on a work permit you are not eligible for employment in this position.

EO Statement:

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

How to Apply