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Application Operations Engineer

  • GE Digital
  • Experienced
  • Posted 11/3/2017 6:50:48 PM
  • 2991887
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): United States; Florida; Miami


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.

At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities
for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and
machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we
live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s
about making the world work better. GE is transforming itself to become the world's premier digital industrial
company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower
operating costs, reduce risk and accelerate operational performance with our Predix platform and software
solutions.
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:
Digital Workplace Support (DWS) within GE Digital is responsible for delivering world class end user support.
In this role, you will deliver email service support globally with primary focus in Americas region collaborating between L1/L3, Service owners, and operations. This role is responsible for enhancing the user experience by continuously improving the service and experiences. As the Senior Support Engineer, you will assist in building a team of teams and encouraging the team to succeed.

Essential Responsibilities:

Based on the complexity of issues, you will strive to provide excellent customer service to employees from GE Businesses.

The role will work hand in hand with operations as a technician on the L2 support team in identifying & resolving issues directly with end users and vendors.
It includes:

  • Become an expert on the Email service within GE and accountable for identifying opportunities to improve overall user experience
  • Support end user issues by providing the effective solutions
  • Effectively manage escalations to resolution
  • Partner with product teams to plan and test automation solutions
  • Engage with the vendor to trouble shoot and resolve an issue within the product
  • Support quality initiatives for continuous service improvement & optimization
  • Drive to increase the business Net Promoter Scores (NPS)
  • Identify 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
  • Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches
  • 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

    Qualifications/Requirements:

    Basic Qualifications:

  • Bachelor's Degree in Computer Science, Information Systems or HS Diploma/GED with 1+ Years of IT experience or equivalent military experience/training
  • 1+ Years’ experience in Email services (incl. Outlook 2016)

    Eligibility Requirements:

  • Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job.
  • Must work out of GE Office in Miami

    Desired Characteristics:

  • 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
  • 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

    #DTR

    Locations: United States; Florida; Miami

    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.

     GE will only employ those who are legally authorized to work in the United States for this opening.  Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.

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