IT Service Delivery Operations Senior Analyst
GE Corporate - San Ramon, CA

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GE is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation.

As an IT Service Delivery Operations Senior Analyst, you will be responsible for day to day operations for the IT services at SAGE in San Ramon, CA. In this role, you will also be responsible for the Customer Relations within site to assist in enabling Research project execution.

Essential Responsibilities
In this role, you will:
  • Lead Service Delivery operations for San Ramon, CA Global Research site
  • Oversee day to day IT operations with a focus on Information Technology Infrastructure Library (ITIL) Service Operations
  • Assure reliability and quality of local support services for Customer satisfaction and provide first class Customer support
  • Develop a deep understanding and assist in providing solutions that are specific to SAGE resident’s needs
  • Develop strong customer relationships and serve as the interface amongst SAGE residents, GR’s Solutions Architects and GE IT services
  • Manage the IT activities to ensure that IT technical problems are resolved
  • Deliver excellent desk side and onsite services utilizing ITIL framework, contract support staff and Service Delivery tool: ServiceNow
  • Respond to escalations, analyze metrics, review case history and perform other actions necessary to improve customer satisfaction and drive swift robust problem resolution
  • Drive call volume reduction through incident and problem management
  • Oversee, manage and report monthly on IT contracted services
  • Collaborate with the IT service owners and Global Service Delivery team to drive strategic service delivery improvements
  • Provide financial controllership and budget reporting for service contracts and inventory

  • Qualifications/Requirements
  • Bachelor’s Degree in Computer Science, Information Technology or related discipline
  • Minimum of 5 years in IT Service Management and/or customer service role
  • Minimum of 3 years of experience in managing contracts and contractors
  • Minimum of 2 years of Customer Relationship experience
  • Minimum of 2 years of project management 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
  • Ability and willingness to work out of an office located in San Ramon, CA

  • Additional Eligibility Qualifications
    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 background investigation and drug screen.

    Desired Characteristics
  • ITIL v3 certification / practical experience
  • Continuous improvement background and training, e.g., Lean, Lean Six Sigma, TQM, etc.
  • Experience working with global matrix organizations
  • Experience with financial planning and budget management
  • Experience supporting large-scale engineering or R&D environments
  • Analytical and problem solving skills
  • Must be able to prioritize work, meet deadlines, and work under pressure when unplanned outages occur
  • Ability to follow & develop processes and procedures
  • Ability to work independently and as part of a cross, multi-site functional team
  • Self-motivated and well organized
  • Excellent communications and interpersonal skills Explore the world from San Ramon, CA – click on the “Apply to job” button below.


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