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Job Description Summary

Edison Works’ Advanced Programs are a key growth area in GE Edison Works, GE Aviation and GE Aviation MSO portfolio with revenue growing 2x over the next 5 years. This cross functional organization partners across product management, engineering, ops, supply chain, DT and security to deliver that growth! Come join the DT team who is critical to success of the scale!

The Staff End User Support Engineer will be responsible for fully understanding the full stack technical solutions within their aligned classified production environment program spaces to ensure they are able to address/close tickets that arise and partner with the rest of the Edison Works Digital Technology org for any new technology being deployed. As well as being the point of contact with the program users and their leadership to help escalate and mitigate issues as they arise, in addition to coaching end users on processes by which to engage with the Edison Works Digital Technology organization. Leads will be well-versed in FLIGHT DECK (Lean) principles to drive continuous improvement both in their program spaces as well as across compound.

Job Description

Roles and Responsibilities

In this role, you will:

• Research, troubleshoot and lead resolution of issues involving all aspects of customer-facing solutions, including (but not limited to) user interface, product functionality, application performance, data collection/storage, analytics, and customer data.

• Review end-to-end customer support processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success.

• Interface directly with customers to triage application-related issues and drive prompt resolution by working with cross-functional business teams.

• Provide timely, proactive communications to stakeholders on significant issues and developments.

• Develop and report on metrics, including operational metrics, case statistics, and customer surveys.

• Serve as the single point of contact for the customer via verbal and written communication.

• Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content.

• Participate in key initiatives as a project member owning tasks and delivering results to achieve defined project goals.

Education Qualification

• Bachelor’s degree from accredited university or college with minimum of 4 years of professional experience OR Associates degree with minimum of 7 years of professional experience OR High School Diploma with minimum of 9 years of professional experience

• Minimum 3 years of professional experience in Distinct Area of Work (DAW) or IT

• 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

Able to hold and maintain active US DOD "Secret" Security Clearance ELIGIBILITY REQUIREMENTS with “Top Secret” preferred:

• This role requires use of technical data subject to U.S. Government contract restrictions and this posting is only for U.S. Citizens.

• GE will require proof of status prior to employment

Technical Expertise:

• Experience in sustainment engineering, technical customer support, or software development

• Experience in ServiceNow or other ITIL IT Service Management solutions

• Proficient with common desktop applications such as Excel, Word, PowerPoint

• Hands on operations experience with 24x7x365 technical operations, including (but not limited to) multiple applications, OS, and network level support

• Experienced in design, performance, availability and scalability of infrastructure

Business Acumen:

• Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives

• Ability to manage to aggressive deadlines while staying true to strategic outcomes

• Ability to understand and communicate complex business, and technical issues clearly and accurately

• Ability to translate vision/mission into actionable, quantitative plans

Personal Attributes:

• Ability to influence and build strong relationships with peers and senior managers in various geographical locations

• Strong analytical, planning and organizational skills to manage multiple tasks and processes effectively

• Excellent written and verbal communication skills

• Ability to work independently on projects

• Sharp eye for detail

• Highly collaborative, team-oriented individual

• Positive, enthusiastic and confident attitude

Preferred Certifications:

• Security+ CompTIA A+ MCSE

Note

To 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.

This role requires access to U.S. export-controlled information. If applicable, final offers will be contingent on ability to obtain authorization for access to U.S. export-controlled information from the U.S. Government.

Additional Information

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.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.

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: No