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Job Description

The Role

This position is responsible for ensuring the systems used to provide OnStar Connected services are functioning and that requests are being delivered successfully to all active subscribers. This role is technical and requires deep understanding of modern system/application interactions and identifying data elements within the systems that can be used to evaluate end-to-end performance.

The person in this role will work cross-functionally to collaborate with business/product owners, IT development and operations, and the business operations teams, to ensure a flawless end-to-end customer experience for our subscribers. The selected responsibilities would include performing technical validation and root cause analysis, developing system service level objectives, detailing technical/validation steps, building analytical tools using database tools and methodologies and resolving Level 3 technical customer cases.

What You'll Do (Responsibilities)

+ Design, develop and refine performance metrics that represent service delivery performance

+ Build and maintain reporting and analytics (including visualizations) to show system and customer performance

+ Understand & document system work flows, associated back-end interactions, and eco-system of various OnStar Connected Services including but not limited to In-Vehicle Apps

+ Investigate end-to-end system performance and customer experience issues and apply sound technical judgment to data to resolve them

+ Identify system performance gaps, build and execute improvement plans

+ Ensure adequate system requirements are documented

+ Possess a high level of analytical ability to assess and identify appropriate alternative courses of action for definition and resolution where problems are complex

+ Design, develop, and implement desktop applications and/or processes to automate routine tasks as necessary to facilitate analysis activities

+ Ability to complete work with limited direction from supervisor

Your Skills & Abilities (Required Qualifications)

+ Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent Engineering or related degree or equivalent experience

+ Minimum 1-3 years of experience in a technical role

+ Proficiency using and interacting with relational database structures and SQL query development experience

+ Familiarity with Power BI Tableau reporting systems

+ Familiarity with some of the following: Azure Databricks, Big Data (Hadoop/Teradata), PowerBI, Tableau, Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Salesforce, Heap/Adobe Analytics

+ Appropriate interpersonal styles and communication methods to work independently and effectively with business partners to meet mutual goals

+ Sound organizational skills to prioritize work to be executed

+ High level of analytical ability where problems are complex and difficult

+ Demonstrated technical and professional skills in job-related area required

+ Familiarity with operational procedures, protocols and communication paths

+ Understanding of application architecture and design principles related to system integration of client components, web services, and databases.

What Can Give You A Competitive Edge** ( **Preferred Qualifications)

+ Direct experience at GM or competitor in one or more of the following areas:

+ Reporting or Analytics

+ Issue resolution

+ Product validation

+ Service delivery

+ Strong Database skills and significant SQL query development experience

+ Prior experience with OnStar systems

+ Prior experience with in-vehicle apps

+ Experience using problem solving techniques such as Six Sigma, Lean, ISO 900X, SPICE, or others.

\#LI-AP1

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources (https://search-careers.gm.com/en/working-at-gm/total-rewards) .

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire (https://search-careers.gm.com/en/how-we-hire) .

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email ([email protected]) us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:

Our Company (https://search-careers.gm.com/en/working-at-gm/)

Our Culture

How we hire​​​​​​​ (https://search-careers.gm.com/en/how-we-hire/)

Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.

Explore our global locations (https://search-careers.gm.com/en/locations/)

We are determined to lead change for the world through technology, ingenuity and harnessing the creativity of our diverse team. Join us to help lead the change that will make our world better, safer and more equitable for all by becoming a member of GM’s Talent Community (beamery.com) (https://flows.beamery.com/generalmotors/talcom) . As a part of our Talent Community, you will receive updates about GM, open roles, career insights and more.

Please note that filling out the form below will not add you to our Talent Community automatically; you will need to use the link above. If you are seeking to apply to a specific role, we encourage you to click “Apply Now” on the job posting of interest.

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] .In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.