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Sr. Staff Services Consultant

  • GE Digital
  • Experienced
  • Posted 2/5/2018 3:52:13 PM
  • 3055701
  • Job Function: Services
  • Business Segment: Digital Services
Location(s): United States; Alaska, Arizona, Arkansas, Colorado, Idaho, Iowa, Kansas, Mississippi, Missouri, Montana, Nebraska, North Dakota, Oklahoma, Oregon, South Dakota, Texas, Utah, Washington, Wyoming; Phoenix, Sacramento, Honolulu, Des Moines, Jefferson City, Lincoln, Santa Fe, Salem, Pierre, Austin, Olympia, Juneau, Little Rock, Denver, Boise, Topeka, Helena, Carson City, Bismarck, Oklahoma City, Salt Lake City


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. 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 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:
In this role, you will work closely with the client to understand their needs and develop strategies tailored to implementing the ServiceMax, and related applications, within their organization. You will also independently lead and make standard recommendations on workflow, application, interface, reports, testing and uploads to customers through the implementation process.

Essential Responsibilities:

This role is also responsible for activation readiness and support as well as post-activation checkups and will be required to work collaboratively with internal team members and clients to ensure customer satisfaction. You will act as a ServiceMax SME for the organization, coordinating cross-organizationally and independently mentoring peers.



In this role, you will:

  • Independently lead design & build activities (on-site & remote) for the ServiceMax application coordinating solution planning and execution across the project team.
  • Act as a product SME for complex functional issues as needed, especially related to determining when customer requirements require a custom solution and configuration and validation of new features
  • Serve as the customer point of contact for application assignments
  • Present product knowledge and system design options to clients’ while providing industry relevant examples and experience-based solutions on an extemporaneous basis
  • Advise on development of testing plans strategies and execution as well as support all customer testing activities including issue resolution and troubleshooting guidance.
  • Collaborate on the user interface design with service engineer and provide ServiceMax functional product expertise as needed, acting in a consultative capacity to deliver the right solutions to clients.
  • Actively engage with the customer throughout the implementation process, including project kickoff, development and prioritization of project goals, project team selection and review.
  • Provide clients with best practice suggestions for key implementation decisions, workflow design, system set-up, pre-load planning, determination of go-live readiness, custom workflow training, go live support and post-live follow up, including contingency plans (as needed)
  • Coordinate implementation activities within their product expertise and communicate effectively with external clients as well as internal teams.
  • Independently lead and facilitate current state, future state, and gap analysis sessions with the customer project team
  • Participate, as required, in New Product Introduction (NPI) process and improvement of processes, implementation methodology and product efficiency.
  • Provide business use cases supporting product QA of new releases and short- and long-term objectives of ServiceMax product road map
  • Review and provide input to PS training materials and presentations
  • Develop case studies, presentations, and internal process development
  • Manage continuous improvement efforts regarding the development of tools and processes that support our implementation deliverables; leading or collaborating on internal projects promoting operational efficiencies and organizational effectiveness
  • Act as a functional leader or mentor for other members of the GE ServiceMax project team on complex, integrated customer implementations providing guidance regarding ‘Best Practice,’ communication, and implementation strategies
  • Exhibit strong communication and organizational skills

    Qualifications/Requirements:

    Basic Qualifications:


  • Bachelor’s Degree or equivalent (defined as High School Diploma/GED and minimum 7 years relevant experience)
  • Minimum 8 years software implementation and/or Business Consulting experience

    Eligibility Requirements:


  • 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 be willing to travel 40%.
  • Must be willing to work remote from any state west of the Mississippi River.

    Desired Characteristics:

  • Salesforce Platform App Builder and Developer certification(s) preferred
  • Technical experience with Force.com, SFDC Administrator, Visual Force, or Java preferred

    Technical Expertise:

  • Demonstrates ability to diagnose and solve intermediate to advanced issues. Can isolate highly complex scenarios down to actionable items and drive solutions across disparate functions. Coaches others on troubleshooting and problem solving techniques.
  • Acts as a resource for others in solution design. Knows best practices which result in higher adoption of solutions based on product capabilities.
  • Understands and can work within multiple project management methodologies including waterfull, Agile and hybrid

    Business Acumen:

  • Anticipates potential risks and obstacles and resolves proactively in order to ensure smooth project delivery. Maintains high levels of customer satisfaction across all projects. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues.
  • Leverages knowledge of market and customer segment in order to establish further credibility in the eyes of the customer. Acts in a consultative capacity and is provided access to key decision makers throughout the customer account. Establishes strong relationships with key decision makers and other leaders at multiple levels within customer organization.
  • Plans and facilitates collaborative discussions with client and others within GE to identity and prioritize client's overall business needs
  • Understands when and when not to depart from the standard provision of deliverables. Implements scalable systems according to governance and standards guidelines/boundaries, collaborating with others as necessary.

    Leadership:

  • Helps team members understand their contributions in support of the broader direction.
  • Serves as a mentor and functional expert to newer team members in support of business goals and objectives and product development roadmap
  • Continuously measures the completion rate of personal deliverables and compares them to the scheduled commitments.
  • Effectively balances different, competing objectives.
  • Proactively engages across multiple departments, GE businesses and customers as needed to manage conflict and establish clarity, vision, and mutual trust in order to achieve a business goal.
  • Adjusts information (e.g. level of complexity) and story to align with audience. Produces functional area information in sufficient detail for cross-functional teams to utilize, using presentation and storytelling concepts.
  • Ensures balanced perspective on customer/function needs vs business goals. Provides transparency into problem solving approach and options. Demonstrates ability to determine fair and reasonable outcomes with shared tradeoffs.
  • Possesses the initiative to cross boundaries and find solutions outside of immediate group.
  • Demonstrates ability to define requirements and collaborate on solutions, leveraging personal domain expertise and network of experts. Communication style encourages effective interaction with customer and cross-functional teams. Leverages knowledge of product capability to mitigate risk and drive desired outcome.

    Personal Attributes:

  • Engages with product related problems and questions in a disciplined and rigorous manner.
  • Persists on completion of endeavors, especially in the face of overwhelming odds and setbacks. Pushes self for individual results and others through team spirit.
  • Increases client engagement to further drive the pace and focus required to achieve business priorities and uncover desired outcomes for both the customer and GE; utilizes business acumen and domain experience to advise the customer on critical success factors for the initiative at hand; continuously influences the customer to think ahead on what is needed to acquire, deploy, and utilize the solution.

    #DTR

    Locations: United States; Alaska, Arizona, Arkansas, Colorado, Idaho, Iowa, Kansas, Mississippi, Missouri, Montana, Nebraska, North Dakota, Oklahoma, Oregon, South Dakota, Texas, Utah, Washington, Wyoming; Phoenix, Sacramento, Honolulu, Des Moines, Jefferson City, Lincoln, Santa Fe, Salem, Pierre, Austin, Olympia, Juneau, Little Rock, Denver, Boise, Topeka, Helena, Carson City, Bismarck, Oklahoma City, Salt Lake City

    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.

    GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.


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