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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IMS system support, including incident management, troubleshooting, and system monitoring, while effectively communicating with clients and mentoring team members. Proficient in applying advanced SMP/E skills for software deployment and identifying automation opportunities in mainframe environments.
Highest-signal resume keywords
IMS System SupportSMP/E SkillsServiceNowIncident ManagementFluent English Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IMS System SupportSMP/E SkillsIncident ManagementTroubleshootingSystem MonitoringPatch ManagementConfiguration ControlAutomation IdentificationSupport DocumentationOperational Procedures
Soft Skills
Problem-SolvingAnalytical SkillsOrganizational SkillsCollaborationClient Communication
Tools & Technologies
ServiceNowRemedyJira
Industry Keywords
IT Service ManagementSupport MethodologiesMainframe EnvironmentsCustomer-Focused Environment
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Provide comprehensive support for the IMS system infrastructure
- Proactively improve the IMS environment
- Apply system patches and install IMS-related tools
- Install, upgrade, and maintain IMS and related tools in production with minimal disruption
- Use advanced SMP/E skills for software deployment, patching, and configuration control
- Identify automation opportunities in mainframe environments
- Support environment modernization and process optimization
- Communicate with clients, negotiate, and deliver solutions
- Mentor new employees joining the IMS System Support Team
Requirements
What you’ll need- Fluent English communication skills, verbal and written
- Proven experience providing IMS system support, including incident management, troubleshooting, user support, system monitoring, and issue resolution
- Strong understanding of IT service management processes and support methodologies
- Experience resolving system-related incidents, service requests, and escalations within defined SLA requirements
- Knowledge of ServiceNow, Remedy, Jira, or similar ticketing and support tools
- Ability to diagnose technical issues and coordinate with cross-functional teams
- Experience creating and maintaining support documentation, knowledge articles, and operational procedures
- Ability to work independently and collaboratively in a fast-paced, customer-focused environment
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field is preferred
- Strong problem-solving, analytical, and organizational skills
Benefits
Comp & perks- Flexible, supportive work environment
- Well-being support through Be Well programs covering financial, mental, physical, and social health
- Personalized development goals and continuous feedback
- Certifications with Microsoft, Google, and Amazon
- Coaching and hands-on learning experiences
- Career pathing tools and cutting-edge learning opportunities
- Hybrid-friendly culture