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.
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.
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.
Role Summary: Skype for business will become an integral part of how GE businesses communicate to each other in relationship to Instant Messaging, Voice, and Video. As part of Digital Workplace Solutions within CoreTech the role will deliver L2 support on Skype for Business with global collaboration between L1/L3, Service owners, and operations. The role will work hand in hand with operations to identify & resolve issues directly with end users and the vendor.
This individual will work hand in hand with operations to identify & resolve issues directly with end users and the vendor. Based on resolution of issues this role will provide quality knowledge to the service desks on troubleshooting and/or self-help knowledge/automation.
The candidate will have to:
Partner with Collaboration service owners on new service introductions, change, and transition to operations
Proactively plan for upcoming changes
Assist & own the preparation of end user support documentation and knowledge
Inform and train all support teams on new/changed processes/services and drive operational process rigor
Communicate critical service issues through several channels to notify all levels of support globally
Manage and lead the enhanced service collaboration vendor & other in-house support tech team
Ensure SLAs and ensure availability requirements are met or exceeded
Ensure support team readiness and availability
Effectively manage escalations to resolution
Create and utilize dashboard metrics to communicate the services’ performance and financials to stakeholders
Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
Support quality initiatives for continuous service improvement & optimization
Partner with vendors and L1/L2/L3 teams to deliver quality services
Lead 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 and other programs such as “shift left” within the Collaboration space.
Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors
Collaborate on planning, initiation, and management of key Service Management-oriented projects for Global Client Services
Investigate the possibilities of automation for self-service of end user support.
Partner with product teams to plan and test automation solutions
Maintain current support and service levels for Cisco products such as Jabber/Webex/Collaboration Meeting room until transitioned to be fully Skype for Business.
Bachelor's Degree in Computer Science, Information Systems, or other technical discipline. Master's Degree preferred
4+ Years’ experience in IT service delivery
3+ Years’ Vendor & Supplier Management
2+ Years’ experience working with Skype for Business/Lync in coordination with Microsoft O365 and other versions of Microsoft
2+ Years understanding of Microsoft network environment (on-premise, online, hybrid, express route)
2+ Years’ strong experience working with Network, Telepresence/Video Bridging, Voice and Video, VOIP, Instant Message/Presence technologies globally
2+ Years’ experience in a team operational leadership role
2+ Years’ managing IT Projects in a global matrixed organization
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.
Must work out of a GE office
Excellent analytical problem solving and interpersonal skills
Customer service oriented
Spanish & French Language skills a plus
Excellent communications skills and customer empathy
Experience working in a Global atmosphere.
Knowledge and experience with Service Now
Ability to work both autonomously and in constant collaboration with product owners, operations, and end users.
Knowledge and experience with working for Skype for Business/Lync in coordination with the MSFT O365 and other versions of Microsoft.
Project Management (PMP) certification a plus
Demonstrated ability to drive results in a dynamic, and fast pace environment
Drives change initiatives & strategies
Experience with Powershell software a plus, but not required
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