Application Operations Specialist
Location:
Miami, FL
Posted:
November 05, 2016
Position Type:
Full Time
Category:
Information Technology
Reference:
2751943
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.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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:

The Application Operations Specialist will be responsible for maintaining system health of the Digital Workplace Technology Portals, including MyTech, Helpdesk, Software Downloader and Support Tools (Log-Me-In & Rescue Me). As the environment continues to evolve, they will be accountable for working closely with our end user community to resolve issues, and well as maintaining existing platform content and identify opportunities for further improvement.

Essential Responsibilities:

+ Become an expert in the wing-to-wing service delivery processes across the platform and accountable for identifying opportunities to improve and enhance the overall user experience

+ Partner with the Service Excellence Leader to maintain and improve content across the ecosystem, including but not limited to service catalogues, CMDB & inventory, knowledge management and translations

+ Understand the high-level architecture of the platform, understanding the role each tool plays in the holistic environment, enabling quick and easy troubleshooting and root cause analysis when issues arise

+ Working under the guidance of the Service Excellence Leader, playing a key role in the biweekly application Quality Assurance, SIT and UAT processes

+ Partner with the team's analytics leader to develop robust metrics enabling the team to understand employee satisfaction metrics and develop ongoing enhancement plans in line with trends and common issues

+ Interface directly with the end user community, owning the resolution of support queries, as well as triaging tickets when service owner support/action is required

+ Be a subject matter expert in all foundational and parallel processes that are both integrated and facilitated by MyTech, including billing, HR (onboarding and exit) and support processes

+ Ensure robust Service Catalogue and Knowledge Management processes are in place, driving simplified administration where appropriate

+ Work closely with the leaders of GE's end user helpdesk processes, partnering with business leaders to maintain the existing platform during the migration to MyTech

+ Responsible for writing and maintaining clear and concise end user and support documentation, including SOPs, guidelines and training material

Qualifications/Requirements:

Basic Qualifications

+ Bachelor's Degree in Information Technology, Mathematics, Statistics, Computer Science or related field

+ Minimum 2 years of experience in an Information Technology support role

Desired Characteristics:

+ Excellent written and verbal communication skills, able to convey thoughts and messages in a clear and succinct manner

+ Proven ability to work in a large, cross-functional team

+ Demonstrated capability of working with both support staff as well as end users

+ Willing to become a subject matter expert across an application ecosystem

+ Passionate about Digital Workplace technologies with an interest in current and emerging technologies in this space

+ Eager to learn, share ideas, encourages and accepts feedback

+ Excellent organizational skills

+ Operates with a thorough, detail oriented mindset

+ Knowledge of software development lifecycles including Agile methodologies

+ Familiarity with end user technology services

+ Eager to learn, share ideas, encourage and accept feedback

+ Excellent organizational skills, thorough, and detail oriented

\#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 at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf . 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.
A little about us:
GE imagination at work.

Know someone who would be interested in this job? Share it with your network.