Senior ALM Tool Support Engineer

Senior ALM Tool Support Engineer (Lead/SME)

Detroit, MI (Onsite)

Contract

Role Summary

Responsible for end-to-end support, administration, governance, and optimization of ALM platforms including Polarion, Jira, Azure DevOps, JFrog Artifactory, MATLAB toolchain, Confluence, SVN, and Perforce.

This role combines technical L2/L3 support, team leadership, and operational governance, ensuring stable tool operations, high performance, and strong adoption across engineering teams.

Acts as a Subject Matter Expert (SME) to align ALM tools with SDLC processes, compliance standards, and business needs.

Additionally, responsible for driving governance through structured reporting, stakeholder communication, and review mechanisms, while leading a support team to deliver consistent and high-quality services.

Key Responsibilities:

Tool Support & Administration-

Provide L2/L3 support for ALM tools including Polarion, Jira, Azure DevOps, Artifactory, MATLAB toolchain, Confluence, SVN, and Perforce.

Configure and maintain projects, workflows, templates, permissions, and access control.

Troubleshoot tool issues, performance bottlenecks, and integration failures.

Manage version control systems (SVN, Perforce) including branching, merging strategies, and repository governance.

Administer JFrog Artifactory including repository lifecycle, access management, and cleanup strategies.

Support MATLAB/Simulink toolchain integration with ALM tools to ensure traceability.

Ensure end-to-end traceability across requirements, development, testing, and release lifecycle.

Perform tool upgrades, patches, backup, restore, and data migration activities.

Integration & Technical Enablement

Manage integrations between ALM tools, CI/CD pipelines, and external systems.

Support API-based integrations and automation for tool efficiency.

Enable alignment between ALM tools and DevOps practices.

Governance & Reporting-

Establish and drive ALM governance through regular support review meetings, status calls, and stakeholder updates.

Prepare and present weekly/monthly support reports including:

Incident/defect trends

Tool availability and performance metrics-

SLA adherence

User adoption and usage metrics

Maintain RAID logs (Risks, Assumptions, Issues, Dependencies) for ALM operations.

Define and monitor KPIs for tool health, support efficiency, and process compliance.

Conduct periodic audits to ensure adherence to defined ALM processes and standards.

Drive continuous improvement initiatives based on support data and feedback.

Team Leadership & Stakeholder Management

Lead and manage a team of ALM support engineers (L1/L2).

Allocate tasks, monitor performance, and ensure SLA adherence.

Provide technical guidance, mentoring, and upskilling to team members.

Act as primary point of contact for stakeholders and business users.

Coordinate with cross-functional teams (Dev, QA, DevOps, IT) for issue resolution.

Drive user adoption through training sessions, KT sessions, and best practice sharing.

Process & Compliance Support

Support implementation and adherence to SDLC/ALM processes aligned with Agile/DevOps.

Ensure compliance with industry standards such as ASPICE, ISO 26262, ISO 21434 (as applicable).

Develop SOPs, knowledge base articles, and user guidelines.

Required Skills:

Strong hands-on experience with ALM tools: Polarion, Jira, Azure DevOps, Confluence.

Expertise in version control systems: SVN, Perforce.

Experience managing artifact repositories (JFrog Artifactory).

Understanding of MATLAB/Simulink toolchain integration.

Strong knowledge of SDLC, ALM concepts, Agile and DevOps practices.

Experience in L2/L3 support, troubleshooting, and root cause analysis.

Experience in defining dashboards, reports, and KPIs.

Strong stakeholder management and communication skills.

Experience in team handling and mentoring.

Knowledge of integrations (APIs, CI/CD pipelines).

Preferred Skills (Good to Have):

Understanding of ASPICE, ISO 26262, ISO 21434 standards.

Scripting knowledge (Python, Shell, Groovy) for automation.

Experience with toolchain integration across engineering ecosystems.

Exposure to PLM tools and embedded systems domain.

Qualifications:

Bachelor's/master's degree in engineering, or related field.

8 15 years of experience in ALM tools support, administration, and governance.

Key Competencies:

Strong leadership and ownership mindset

Analytical and problem-solving skills

Customer-focused approach

Ability to manage multiple stakeholders and priorities

Process-oriented with strong attention to detail

Excellent communication and reporting skills