Job Description

Roles and Responsibilities

In this role, you will:Execute day to day application maintenance, processing and user supportResponsible for responding/delegating support cases from application customersTroubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriatelyDrive customer communication during critical events and lead retrospective meetingsDrive a higher level of customer satisfaction by improving support team quality, knowledge, and trainingDrive root cause investigation implementing any learnings or improvement opportunitiesDrive projects that improve customer experience, application process or performance with minimal guidanceAssist & own the preparation of end user support documentation and knowledgeProactively plan for upcoming changesProvide mentorship and guidance to team membersInform and train all support teams on new/changed processes/services and drive operational process rigorCollaborate with cross functional stakeholdersEnsure support team readiness and availabilityInvestigate the possibilities of automation for self-service of end user supportManage and lead the enhanced service collaboration vendor & other in-house support tech teamPartner with product service owners on new service introductions, change, and transition to operationsManage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors

Minimum Qualifications

Bachelor’s degree from accredited university or college with minimum of 2 years of professional experience OR Associates degree with minimum of 5 years of professional experience OR High School Diploma with minimum of 7 years of professional experience

Note: Military experience is equivalent to professional experience

Eligibility Requirement:

-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.

Desired Characteristics Technical Expertise:

Experience with the productUnderstand concepts of setting and driving technical directionFamiliar with elements of gathering functional requirementsUnderstand technical standards & concepts to apply to project workInterest in current and emerging technologies demonstrated through training, job experience and/or industry activitiesBusiness Acumen:Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamicsLeadership:Coach and mentor team members.Familiar with concepts of costing hardware and software components. Works to assure work is on-time and within budgetDeliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefitsParticipate in change initiatives by implementing new directions and providing appropriate information and feedbackPersonal Attributes:High level of energy and enthusiasm with the ability to thrive in a rapidly changing environmentDemonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customersChange oriented –actively generates process improvements; champions and drives change initiatives; confrontsAbility to work with global teams, act independently and as part of a teamApply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choiceOpen-mindedly to new perspectives or ideas. Consider different or unusual solutions when appropriateResolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiativesStrong analytical and strong problem solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve 

NoteTo comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.This Job Description is intended to provide a high level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.

Additional Information

Compensation Grade

LPB2

This role requires access to U.S. export-controlled information. Therefore, employment will be contingent upon the ability to prove that you meet the status of a U.S. Person as one of the following: U.S. lawful permanent resident, U.S. Citizen, have been granted asylee or refugee status (i.e., a protected individual under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)).

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunities 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 Aerospace will only employ those who are legally authorized to work in the United States for this opening.

Relocation Assistance Provided: No