Business Segment: Digital Information Technology & Digital Thread
Location(s): United States ; Florida; Miami
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.
The Digital Workplace Solutions (DWS) within CoreTech is responsible for delivering world class end user support. In this role, you will be responsible to manage the knowledge base used by support teams with the latest and accurate information to ensure the consistent and the best of class support services to our customers. You will be responsible for identifying improvements to the knowledge management process, and drive changes to improve the knowledge quality and the customer experience.
Design a consistent and efficient knowledge management process within DWS
Support technical & customer facing documentation
Create, maintain the knowledge base used by DWS support teams in timely manner
Collaborate with the service owners to maintain and deliver the quality knowledge to ServiceDesk for quicker resolutions
Monitor and report knowledge gaps and document technical solutions working closely with the product/service owner and support leads
Communicate closely with the ServiceDesk managers globally for the updates, critical information, and necessary information
Create and maintain the customer facing self-help documentation to reduce the number of customer support questions
Implements the long term organizational objectives for the knowledge management activities
Maintain & Improve the shift of the knowledge to the L1 Servicedesk within the “Shift Left” process by working closely with the reporting team and regional ServiceDesk leaders
Audit the ServiceDesk based on their understanding of the knowledge established for troubleshooting with end users
Maintain ongoing coaching & training opportunities for the Servicedesk and L2 support teams
Regularly audit knowledge articles for accuracy and adherence to content standards
Explore training options such as training recordings and CBTs
Ability to write dedicated articles for end-user with clear, concise and simple style and to write articles for supporters with more technical data
Bachelor's Degree in Computer Science, Information Systems or HS Diploma/GED
Minimum 5 Years of IT experience or equivalent military experience/training
Minimum 2 Years’ experience in a Knowledge Centered Support analyst or similar experience as an analyst for customer facing teams (technical writer, internal communications, or content management)
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.
Vendor & Supplier Management
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
Ability to successfully interact with all levels of the organization.
Project Management Skills
Proven experience as knowledge manager
Experience working in a Global atmosphere.
Knowledge and experience with Service Now and Right Answers
Project Management (PMP) certification a plus
Demonstrated ability to drive results in a dynamic, and fast pace environment
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