Description
Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the Cole Engineering Center Podium, Warren MI three times per week, at minimum or other frequency dictated by the business.
Relocation: This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate
The Role
This position is responsible for ensuring the systems used to provide OnStar's Guardian App and Emergency services are functioning properly and the services are delivered optimally to all active subscribers. This role is technical and requires deep understanding of modern system/application interactions and identifying data elements within the systems that can be used evaluate end-to-end performance. The person in this role will work multi-functionally to collaborate with business/product owners, IT development and operations, and the business operations teams, to ensure a flawless end-to-end customer experience for our subscribers. The selected responsibilities would include performing technical validation and root cause analysis, developing system service level objectives, detailing technical/validation steps and building analytical tools using database tools and methodologies.
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What You'll Do (Responsibilities):
- Design, develop and refine performance metrics that represent service delivery performance
- Build and maintain reporting and analytics to show system and customer performance
- Understand & document system work flows, associated back-end interactions, and eco-system of OnStar applications
- Investigate end-to-end system performance and customer experience issues and apply sound technical judgment to data to resolve them
- Identify system performance gaps, build and execute improvement plans
- Ensure adequate system requirements are documented
- Possess a high level of analytical ability to assess and identify appropriate alternative courses of action for definition and resolution where problems are sophisticated
- Design, develop, and implement desktop applications and/or processes to automate routine tasks as vital to facilitate analysis activities
- Ability to complete work with limited direction from supervisor
Additional Description
Your Skills & Abilities (Required Qualifications)
- Minimum 3-5 years' experience in a technical role
- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent Engineering or related degree or equivalent experience
- Proficiency using and interacting with relational database structures and SQL query development experience
- Familiarity with Power BI and/or Tableau reporting systems
- Familiarity with some of the following: Big Data (Hadoop/Teradata), Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Salesforce, Heap/Adobe Analytics, and Azure Databricks
- Appropriate interpersonal styles and communication methods to work independently and optimally with business partners to meet mutual goals
- Sound organizational skills to prioritize work to be executed
- High level of analytical ability where problems are sophisticated and difficult
- Proven technical and professional skills in job-related area required
- Familiarity with operational procedures, protocols and communication paths
- Understanding of application architecture and design principles related to system integration of client components, web services, and databases.
What Can Give You A Competitive Edge ( Preferred Qualifications)
- Direct experience at GM in one or more of the following areas:
- Reporting or Analytics
- Issue resolution
- Product validation
- Service delivery
- Strong Database skills and significant SQL query development experience Prior experience with OnStar systems
- Prior experience with mobile apps
- Experience using problem solving techniques such as Six Sigma, Lean, ISO 900X, SPICE, or others.
- Prefer Master Degree
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
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