About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Role Summary: The Digital Workplace Solutions (DWS) within CoreTech is responsible for delivering world class end user support. In this role, you will deliver L2 support on Personal Telecom, mobility, audio conferencing and global Wi-Fi services with a North America focus collaborating between L1/L3, Service owners, and operations. The role will work hand in hand with operations to Lead the L2 support team in identifying & resolving issues directly with GE Business users and vendors.
Essential Responsibilities: Based on resolution of issues, this role will provide quality knowledge to the service desks on troubleshooting and/or self-help knowledge/automation. It includes: • Ensure the L2 team meets SLAs and facilitates metrics reporting • Assist & own the preparation of end user support documentation and knowledge • Investigate the possibilities of automation for self-service of end user support • Effectively manage escalations to resolution • Partner with product teams to plan and test automation solutions • Engage with GE’s preferred vendors to ensure they continue to meet GE’s operational standards • Provide mobile device management (MDM) support across multiple platforms such as iOS, Android and Blackberry • Support quality initiatives for continuous service improvement & optimization • Engage with mobile carriers to trouble shoot and resolve hardware/service related issues • Assist in facilitating service requests such as procuring, provisioning and managing personal telecom assets across multiple providers • Identify opportunities to drive simplification of services, improve end-user experience and increase the business Net Promoter Scores (NPS) • Lead efforts to improve and simplify End-User experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools and other programs such as “shift left” within the Mobility/Telecom space • Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches • Ensure support team readiness and availability • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training • Provide support for acquisitions and divestitures to ensure seamless transitions into and out of GE • Partner with other regional teams and services owners to share and promote best practices and lessons learned • Work closely with the Quality, Knowledge, and Shift Managers within North America region.
Qualifications/Requirements: • Bachelor's Degree in Computer Science, Information Systems or HS Diploma/GED with 3+ Years of IT experience or equivalent military experience/training • 3+ Years’ experience in mobility/telecom services • 2+ Years of experience in a team operational leadership role
Desired Characteristics: • Experience working in a global atmosphere • Spanish language skills a plus • Knowledge and experience with ServiceNow • Demonstrated ability to drive results in a dynamic and fast pace environment • Drives change initiatives & strategies • Excellent analytical and problem solving skills • Ability to work both autonomously and in constant collaboration with product owners, operations, and end users. • Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates • Excellent organizational, interpersonal and written communication skills are a must. • Able to successfully interact with all levels of the organization. • Strong work ethic & desire to learn
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