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Master Data Management (MDM) Technical Support - Intern (Markham, ON)

Markham, Ontario
Internship, Work While Studying
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 Markham, Ontario and is a 16 (internship) 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 - IBMâ??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 IBM InfoSphere MDM AE Support Intern include:

IBM InfoSphere Master Data Management (MDM) is a product that helps our clients have a unified view of all their data, and in the process improves their business operations and security. It also provides our clients the ability to better understand their customer behavior, enabling and improving the customer experience.

MDM Technical Support team is focused on delivering outstanding customer support and establishing IBM as a world leader in support service delivery.

We are looking for a student with strong communication and problem solving skills who is eager to learn new technologies and will bring positive energy to our growing global team.

Candidates should be highly motivated, enthusiastic, and able to work independently with minimal supervision with demonstrated analytical and problem solving skills. Your collaboration and communication skills will be fundamental to the overall team success of the projects you work on. You also need to be able to adapt to changes and work with other team members who are physically in a different location or countries.

Main Responsibilities for MDM Technical Support include:

  • Investigate customer issues, analyze logs, and troubleshoot environments to arrive at a workaround or solution to MDM product issues
  • Use communication and negotiation skills to build strong successful partnerships with customers to drive exception customer service
  • Investigate potential defects raised by customer and engage engineering to confirm product defect and timeline for a fix
  • Recommend and implement improvements to existing technical support processes, procedures and tools
  • Create and publish knowledge base articles to enable customers to resolve issues without further escalation
  • Maintain support portals and internal wiki.
  • Queue management and Schedule Pager Duty rotation
  • Additional projects/tasks may be assigned by manager or team lead.

Required Education: High School Diploma/GED

Preferred Education: Pre-University Qualification

Required Technical and Professional Expertise:

  • Demonstrated oral and written communication skills
  • Experience in Java (J2EE) or C++ programming
  • Experience in Database technology (must be familiar with SQL)
  • Proven troubleshooting skills, ability to multi-task and thrive in complex situations
  • Proven organizational skills and ability to work under pressure
  • Quick learner to new technologies
  • Co-op or internship program enrollment is mandatory

Preferred Technical and Professional Experience:

  • Experience in a Customer Service/Technical Support role
  • Knowledge and experience in XML, HTML and Web Services
  • Knowledge or hands-on experience with IBM products (e.g. WebSphere Application Server, DB2, Rational Application Developer, etc.)
  • Demonstrated leadership skill via active involvement in extracurricular activities

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.