General Electric System & Tools Operations Specialist in Monterrey, Mexico
Job Description Summary
The ideal candidate will thrive in a dynamic, results-driven, team-oriented environment. Responsible with ensuring compliance meets standards, influence the continuous development of people and processes, and the effective management of systems and tools, needed to deliver Customer Success Renewals, Support, Education and Engagement. Responsible for proactively managing systems & tools which includes troubleshooting and fixing issues, as well as coordinating and executing system improvements. You will focus on execution of activities within an operating discipline, covered by standard functional practices and procedures and system knowledge. Some judgment may be required but this is typically with guidance.
Roles and Responsibilities
Work closely with CS leaders to budget and drive efficiencies in our process and systems. By providing advice and guidance across the regions to ensure compliance with standards, continuous development of people and processes, and effective management of systems and tools. Work across multiple businesses and teams that share our systems to gather process and system data for integrating into a centralized service management system.
In-depth knowledge in IT, with systems and experience having managed systems in the past. Uses prior experience and acquired technical expertise to execute policy/strategy/process. Mastery of Tableau, Salesforce, Oracle Fusion, Phone systems (InContact, Confluence).
In-depth understanding of key business drivers--using this understanding to accomplish system improvements that drive standard work, decrease waste, drive Lean, and maximizes usage of our system and tools.
Experienced change management skills, strong project management and execution skills, works well in a matrixed environment, proven ability to drive change across organizations. Can influence others and drive Change Acceleration Process.
Uses some independent level of judgment and has the ability to propose different solutions outside of set parameters with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
Individual contributor with proven interpersonal skill, influencing skills and a proven track record of managing systems and tools effectively and driving change.
Create Standard Operating procedures and documenting system and tools improvement notifications and training.
Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math)
Strong oral and written communication skills both in English and Spanish.
Experience with SalesForce, Gainsight, InContact, Fusion, Tableau and other system and tools.
IT experience managing systems and tools.
Demonstrated ability to analyze and resolve problems.
Ability to document, plan, market, and execute programs.
Established operations, systems management skills.
Lean Six Sigma background.
Change agent, works well across multiple stakeholders, influencing and driving projects to completion.
Relocation Assistance Provided: No