Job Description Summary

Digital Workplace Technologies (DWT) within GE Aerospace is responsible for delivering world class services.
In this project based role, you will work within the DWT Technical Operations function in the collaboration group to deliver Collaboration operations globally as a Staff, Systems Administrator. This role is responsible for managing, monitoring, and maintaining a global collaboration platform and enhancing the user experience by continuously improving the services, and ensuring collaboration services are secure and available to end users.

Job Description

Based on the complexity of issues, you will strive to provide excellent customer service to GE Businesses.

• Work within the DWT Technical Operations function handling Collaboration & Email Services including Exchange Online, SMTP Email Relay and Email Security platforms as a Level 3 expert.
• Perform monitoring, maintenance, and management across the entire ecosystem of GE Aerospace’s Collaboration & Email related services.
• Maintain a solid understanding of a complex an enterprise grade Collaboration & Email platform which has several integrations into other systems including but not limited to; endpoint and mobility solutions, security tools, identity platforms, authentication systems, internal operational tools and other systems.
• Acting as an escalation point for all requests and incidents coming in from the service desk and L2 support teams. Partnering with various stakeholders throughout the organization and externally on resolution of those tickets.
• Accountable for identifying opportunities to improve overall user experience.
• Work to transition on-prem email users to Exchange Online, providing support for the separation management office to ensure seamless transitions to the GE Aerospace platform.
• Owning the tools required to manage Collaboration & Email: M365 admin portal for managing EXOL, identity management and delegated administration tools to manage mailboxes and objects, spam filtering solutions, and Microsoft Powershell for automated administration.
• Partner with the internal operations team to build and integrate platform monitoring tools and critical alerting systems.
• Responsible for engaging with technical support teams and the premier team within Microsoft as needed to coordinate issue resolution and make recommendations on service enhancements.
• Ensure the service meets SLAs and facilitate metrics reporting.
• Documenting standard operating processes (SOPs) for all standard work performed.
• Perform change management operations in tandem with the change management team.
• Assist & own the preparation of end user support documentation and knowledge.
• Investigate the possibilities of automation for self-service of end user support.
• Able to effectively perform advanced troubleshooting, manage and sort out complex problems with accuracy.
• Act as a technical leader in handling critical incidents and crisis management.
• Support end user issues by providing the effective solutions.
• Partner with other product teams as needed to plan and test solutions.
• Drive to increase the end user satisfaction by adoption of lean methodologies.
• Identify efforts to improve and simplify end-user experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools and other programs such as “shift left” within the email service.
• Initiate new technology pilots and programs to ensure end-user support readiness for go-live launches.
• Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training.

Qualifications / Requirements

• Bachelor’s degree from accredited university or college with minimum of 4 years of professional experience OR Associates degree with minimum of 7 years of professional experience OR High School Diploma with minimum of 9 years of professional IT experience
• Minimum of 3+ Years’ professional experience in Collaboration or Email services (architecture, operations, support etc.).

• Note: Military experience is equivalent to professional experience

  Eligibility Requirement:

  -Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job.

Desired Characteristics

• Excellent analytical and problem-solving skills.
• Ability to work both autonomously and in constant collaboration with product managers, architects, operations, and end users.
• Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates.
• Excellent organizational, interpersonal,