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.
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
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
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.
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
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Section 19 Job
YOU MUST BE ABLE TO SATISFY THE REQUIREMENTS OF SECTION 19 OF THE FEDERAL DEPOSIT INSURANCE ACT.
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