Power Development Software Support Specialist
Issued by
IBM
To earn Specialist level badge one should be able to use the case management tools, PD tools, and show awareness of other component areas beyond their technical focus. Use lab resource to recreate and solve client issues. Review, create, update quality knowledge assets. Consistently meet responsive criteria, perform in-depth technical analysis, and participate in Slack channel Q&A activity.
- Type Validation
- Level Intermediate
- Time Months
- Cost Free
Skills
Earning Criteria
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Must be an employee of IBM
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Tool Knowledge relevant to supporting area
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Scope of Work: Identifies within team components (routing portal), Identifies with components beyond team (routing portal)
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Working with the Lab: Use lab to recreate or solve client issue
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Knowledge Reuse: a. Contributed to quality technotes (Review/create / update) (5-10 examples); b. Contributed to Redbooks, Whitepapers, conference presentations.
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Case Handling: A. Responsiveness (case reviews): Initial and follow up meets criteria, Consistent demonstration of using voice/webex to reduce time to resolution; B. Documentation (case reviews): Good problem description and CAA + Current status, Next Actions; C. Data Collection (case reviews/feedback): In-depth data analysis and custom data collection; D. Awareness (team participation/cross team cases/feedback): Aware of ones team case load
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Collaboration: a. Participation in Slack channels (e.g., Q&A); b. Work skills cases and collaborate with parent case owners; c. Mentor Tier 1 badge holders toward Tier 2 badge