Job Description Summary
Responsible for delivering product service support globally collaborating with operational teams and Service owners. This role is responsible for enhancing the user experience by continuously improving the service and experience.
Job Description
Essential Responsibilities:
- Strive to provide excellent customer service to employees from GE Businesses
- Work hand in hand with operations in identifying & resolving issues directly with end users and vendors
- Become an expert on product service within GE and accountable for identifying opportunities to improve overall user experience
- Support end user issues by providing the effective solutions
- Be aware of system-wide changes and application deployments that might impact application availability for users
- 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
- Measure application performance and availability against published SLA's and operational commitments
- 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
- Partner with other regional teams and services owners to share and promote best practices and lessons learned
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Qualifications/ Requirements
- Bachelor's Degree in Computer Science or "STEM" Majors (Science, Technology, Engineering and Math) with minimum years of experience 3 years.
Desired Characteristics
- Solid understanding of enterprise software development
- Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture
- Experience with agile/iterative project methodology & tools
- Experience in developing and maintaining applications with the Spring Boot framework, emphasizing scalable and efficient backend services, RESTful APIs, and microservices
- Proficiency in designing and implementing responsive user interfaces and single-page applications (SPAs) using Vue.js, ensuring optimal performance and usability
- Expertise in designing and managing database schemas, writing complex queries, and optimizing data integrity and performance within PostgreSQL
- Skilled in managing source code versioning, including branching, merging, and maintaining codebase integrity through effective version control practices
- Humble: respectful, receptive, agile, eager to learn
- Transparent: shares critical information, speaks with candor, contributes constructively
- Focused: quick learner, strategically prioritizes work, committed
- Leadership ability: strong communicator, decision-maker, collaborative
- Problem solver: analytical-minded, challenges existing processes, critical thinker
Business Acumen:
Strong oral and written communication skills
Strong business analysis and problem solving skills
Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices
Ability to interact at all levels of the organization and with other GE businesses
Leadership:
Excellent communicator, works well in a team environment, and welcomes challenges
Self-starter with ability to manage multiple priorities in a fast paced work environment
Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics
About us:
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.
*Disclosure of your Gender or Sexual orientation is completely Voluntary and not mandatory.
www.ge.com
Additional Information
Relocation Assistance Provided: Yes