OnStar Sustain Analyst - CTI Job
GM - Detroit, MI

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OnStar Sustain Analyst - CTI-INF0004117

Role Summary

Responsible for the administration, maintenance and availability of applications, components and peripheral within the CTI Platform.

Responsible for the coordination and completion of projects within the information technology department. Oversees all aspects of smaller projects within platform. Builds and maintains working relationships with team members, vendors, and other departments involved in the projects. Prepares reports for upper management regarding status of project. Performs a variety of tasks. May lead and direct the work of a small team. A wide degree of creativity and latitude is expected. Typically reports to a manager.

Key Responsibilities

  • Response to issues, incidents and tickets in approved timeframes
  • Conducts RCA on issues, incidents and executes all corrective actions including preventive actions to avoid future incidents
  • Assists in planning, monitoring and evaluating system performance, maintenance and availability for platform
  • Assists in coordinating cross functional efforts and small projects and assists with planning, prioritization, evaluation and monitoring of work efforts
  • Prepares, analyzes, summarizes and presents data in formats appropriate for the decision process (oral, written reports, presentations)
  • Prepares, analyzes, summarizes and presents data in formats appropriate for the decision process (oral, written reports, presentations)
  • Frequent contact with others outside the work group.
Required Skills and Experience

  • Bachelor's degree (in technical discipline preferred) or equivalent experience
  • Minimum 10 years of experience in the IT field with minimum 5 years hands-on CTI/Telephony experience
  • Has hands-on working knowledge of a variety of the systems within the platform, concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals.
  • Experience administering, programing and maintaining Genesys CTI call routing logic, infrastructure, Call Copy call recording software, IEX workforce management tools, Hyperion reporting, call center reporting data, Avaya PBX system and intermediate telephony skills.
  • Working knowledge of call center front end and back end technologies, applications and tools. Including but not limited to: IVR, circuits, TFNs, phones, VoIP services, Readerboards and agent monitoring tools.
  • Excellent level of analytical ability, communication and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues.
  • Demonstrates initiative by reaching beyond work assigned to improve output and/or help others
  • Proven ability in project management skills and ability to teach others
  • Demonstrated ability to manage multiple and significantly complex projects and assignments with high level of autonomy and accountability for results
  • Demonstrated ability in lead projects by coordinating the work of others
  • Demonstrated ability in use of Microsoft Office software
Primary Location: US-MI-Detroit
Posting Date : Apr 26, 2013, 9:57:37 AM - Ongoing
Job: Information Technology

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