Senior Specialist

What we offer:   We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!

Your Role:

We are seeking an IT Service Solution Specialist with strong expertise in SolidWorks PDM, working knowledge of SolidWorks Manage PLM, and proficiency with SolidWorks CAD, SQL Server/T-SQL, and reporting tools. This role supports engineering data management, reporting, and IT Service Management processes (including incidents, requests, and changes).

The role administers the SolidWorks PDM and Manage environment, aligns engineering workflows with ITIL practices, and partners with cross-functional teams to gather requirements, manage data lifecycles, and resolve Tier 1-2 support requests.

Platform Administration and Architecture

Implement, configure, and optimize SolidWorks PDM workflows, vaults, archive servers, data structures, and security controls.

Configure SolidWorks Manage dashboards, processes, objects, and metadata mappings.

Maintain integrations with SolidWorks environments and administer related Microsoft SQL Server databases.

Maintain and support the IIS web server.

PLM Collaboration and Solution Delivery

Collaborate with SolidWorks Manage PLM IT partners to gather requirements and deliver scalable engineering data management solutions.

Translate business needs into clear technical specifications for PDM and Manage enhancements.

Lead requirements gathering sessions and document user stories, administrative tasks, and sprint activities in Jira.

Reporting, Analytics, and Integration

Develop and optimize SQL Server and T-SQL queries for reporting, data analysis, and process automation.

Design, develop, and maintain reports and dashboards using SolidWorks Manage reporting, SSRS, Power BI, or equivalent BI tools.

Support data exchange pipelines between SolidWorks Manage and downstream ERP/MRP systems.

ITSM Operations and Support

Manage IT Service Management activities for incidents, service requests, and changes within ServiceNow.

Resolve Tier 1 and Tier 2 issues related to PDM/Manage login, local cache, replication, onboarding, access provisioning, and template deployment.

Track SLAs, document resolutions, manage incident lifecycles, and coordinate root cause analysis with preventive actions.

Develop and maintain best-practice standards, templates, and documentation (SOPs, work instructions, runbooks).

Change Management, Compliance, and Continuous Improvement

Design and improve approval workflows, revision control, and lifecycle states across PDM and Manage.

Coordinate Engineering Change Orders and Engineering Change Requests through ITIL-aligned change workflows.

Connect ServiceNow Change Management processes with engineering design changes to support compliance, data governance, and security standards.

Collaborate with IT and partners on server upgrades, client software rollouts, and disaster recovery testing.

Nice to Have

Integrations via APIs (UPTIMIZE DTI, Customer Experience Product).

PDM Backups for Disaster recovery.

Active Directory for PDM Professional password authentication (Single Sign-On)

Upgrading Server Software Components and SMTP integration for PDM Professional notifications.

Who you are:

Strong experience with SQL Server queries and T-SQL; ability to optimize queries.

Working knowledge and specialization in SolidWorks PDM.

Preferred knowledge in SolidWorks Manage PLM.

General knowledge of SolidWorks CAD platforms.

Experience delivering and supporting IIS Web Sites, logs, and servers; familiarity with log viewers, monitoring, and app pools.

Proficiency in report and dashboard generation.

Experience in IT Service Management (incident, request, change) with ServiceNow.

Excellent collaboration and communication skills; ability to work with cross-functional teams.

SolidWorks PDM/PLM certifications or demonstrated project experience.

Experience integrating PLM with ERP/CRM ecosystems.

Knowledge of data governance, data quality, and security principles in manufacturing environments.

ITIL certification or strong ITIL-aligned process understanding.

Education & Experience: Bachelor’s degree in engineering, Information Technology, Computer Science, or equivalent experience (including VAR backgrounds such as Trimech, Hawk Ridge, or GoEngineer).

2-4 years of experience administering SolidWorks PDM Professional and SolidWorks Manage.

Experience in a structured ITIL service desk or service operation environment.

Certifications (highly desirable): SolidWorks CPAP, ITIL 4 Foundation or higher, and Jira for agile delivery.

Foundational understanding of Windows Server environments and SQL database queries.

Communication for Export/Import for ERP/SAP/MRP/Other DB systems.

SolidWorks PDM

SolidWorks Manage PLM (preferred)

SolidWorks CAD platforms

SQL Server, T-SQL

SSRS (SQL Server Reporting Services)

Power BI (or equivalent BI tools)

ServiceNow ITSM (incidents, requests, changes)

Data integration, data modeling, reporting

Jira (requirements, user stories, sprint tracking)

ITIL processes (Service Management, Change Management)

API integrations (optional: UPTIMIZE DTI, Customer Experience Product)

Cross-functional collaboration, stakeholder management

Bachelor’s degree in engineering, Information Technology, Computer Science, or equivalent

2-4 years of relevant SolidWorks PDM/PLM experience & total 6-8 years of IT experience.

Experience in ITIL-aligned service operations

Certifications (Highly Desirable)

SolidWorks Certified PDM Administrator Professional (CPAP)

ITIL 4 Foundation or higher

Jira for Agile delivery

What we offer:   We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!