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General Electric Senior Application Operations Analyst (Salesforce) in Wroclaw, Poland

Job Description Summary

In this role, you will be responsible for leading day to day operational support activities for critical applications such as Salesforce CRM, Salesforce custom apps, and other purchased or developed solutions in commercial domain.

Job Description

You will own the SLA commitments, application & security compliance, and overall application health. This includes managing vendor service agreements, guiding stakeholder expectations, and ensuring communications during planned and unplanned downtimes. You’ll also report out to IT and functional leadership on operational health, technology, and process improvements of the apps in the assigned scope.

This role requires strong communication skills, ability to operate independently in a fast-paced environment, and experience in supporting a global user base of SaaS and non-SaaS applications.

Essential Responsibilities

  • Own day-to-day operation, performance, and availability of complex applications, with primary focus on Salesforce CRM and custom applications on Salesforce platform.

  • Manage and meet Service Level Agreements (SLA), balancing available resources and stakeholder demands.

  • Ensure vendor support team readiness and availability, drive operational process rigor, provide relevant mentorship and guidance.

  • Manage customer and stakeholder communications during planned and unplanned downtimes and lead retrospective meetings.

  • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training.

  • Drive root cause investigation, implementing any learnings or improvement opportunities.

  • Leverage monitoring tools and standard operating procedures to resolve or escalate issues, while minimizing user impact.

  • Maintain application health, including user account reviews, vulnerability management, obsolescence, performance and availability, and technical documentation.

  • Identify, propose, and drive projects that improve support-related processes and our customers’ technical support experience, including self-service and automation.

  • Collaborate with cross functional stakeholders and influence leadership on process and technical improvements for applications.

  • Assist and own the preparation of user support documentation and knowledge.

  • Provide technical expertise to support, fix and perform RCA on critical issues and outages.

Education Qualification:

  • Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math) with strong professional experience in the technology space with application support, product management, or software development OR Master’s degree with proven experience.

Desired Characteristics:

Business Acumen & Technical Expertise:

  • Familiarity with CRM application, business processes, inquiry-to-Order (ITO) cycle.

  • Experience supporting a Salesforce CRM environment.

  • Experience and understanding of cloud/online service operations and management of SaaS/PaaS technical support.

  • Experience with modern devops best practices, such as virtualized environments, CI/CD, environment and synthetic monitoring, and self-healing.

  • Experience with agile/iterative project methodology and corresponding project management toolset.

  • Strong understanding of ITIL and relevant tools.

Leadership & Personal Attributes:

  • Demonstrated customer focus in evaluating and making decisions from customer perspective.

  • Excellent communication skills and ability to interface with senior leadership with confidence and clarity.

  • High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment.

  • Strong analytical and problem-solving skills to effectively evaluate information, make decisions with limited data, anticipate and manage risks.

  • Ability to act independently.

Additional Information

Relocation Assistance Provided: No

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