FileNet / CMOD Technical Support Engineer

About Helix International

Helix International is an enterprise software platform and consulting organization headquartered in the US with 7 global offices, 90 global employees, 70 active clients, and growing quickly. Helix International provides big data and enterprise content management and migration solutions for hundreds of companies in the finance, insurance, healthcare, retail, and media industries. Our clients range from start-ups to Fortune 500 companies and include banks, hospitals, and government organizations.

At the core of our offering is our proprietary MARS (Massive Archival Retrieval System) software platform, a collection of more than 70 powerful proprietary enterprise programs, APIs, and source extractors built on better than three decades of extensive industry experience and deep product knowledge. MARS automates and streamlines the detection, extraction, normalization, organization, transformation, and migration of hundreds of petabytes of data from across thousands of sources. By leveraging AI and ML technologies, MARS is able to convert unstructured data into new structured documents and reports, to and from any source and destination, and to and from any format, including proprietary filetypes, print streams, database outputs, and COLD outputs.

Helix International is IBM’s Premium Partner of choice for ECM, ETL, and ESB with more than 500 projects completed and a 100% success rate and has been leading the Enterprise Content Management industry for more than 30 years.

About the Position

We are currently seeking a FileNet and/or CMOD Technical Support Engineer to provide support and monitoring for our critical ECM applications. Your primary responsibility will be to provide operational monitoring and initial response and triaging of all issues for applications. You will handle incoming support tickets and provide timely and effective communication to customers. You will also perform an initial investigation to resolve issues and escalate them in a timely manner. You may also act as a point of contact for customers.

Roles and Responsibilities

• Work on our Managed Service support projects to resolve customer problem.
• Do routine daily health checks of the system to ensure system is up and running.
• Understand customer's issue; reproduce the issue in-house and provide a solution and workaround for the issue.
• Provide thorough support and problem solutions to customers.
• Be accountable for escalations and maintain timely communications.
• Create incidents, requests, problem tickets, and change numbers in Service Now to track the issues.
• Work on our MARS Migration Tool (Helix Product).
• As a 24x7 function, support team requires engineers to work in shifts.
• On-call rotation for monitoring and resolving alerts.
• Prepare all project documents, deployment guides, and deploy to higher environments.
• Create daily and weekly reports.
• Gather information independently or communicate with other teams/users if required, carry out necessary research and provide an in-depth analysis to resolve issues and to get the root cause analysis.

Key Skills

• ServiceNow
• Linux
• FileNet
• CMOD

Must Have

• Good experience in resolving issues through tickets.
• Strong written and oral communication skills.
• A flexible, can-do attitude with a willingness to compromise and aptitude for learning.

Good to Have

• Experience of at least 2 years in FileNet or CMOD migration processes.

Requested Documents

1. CV / Resume
2. Personal bio (example: https://tinyurl.com/y8t7el4k)
3. Professional photo (example: https://tinyurl.com/y78j9s4s)

To Apply

Please email CV and supporting materials to our HR Manager Ms. Huong at: HNguyen@Helix-Int.com

Or via the application button below: