[Hiring] Staff Systems Administrator - Email @GE Aerospace

Role Description

Digital Workplace Technologies (DWT) within GE Aerospace is responsible for delivering world class services. In this 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.

Essential Responsibilities

• Provide excellent customer service to GE Businesses based on the complexity of issues.
• Handle 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 and enterprise-grade Collaboration & Email platform with several integrations into other systems.
• Act as an escalation point for all requests and incidents from the service desk, L2 support teams, and businesses.
• Partner with various stakeholders throughout the organization and externally on resolution of tickets.
• Identify opportunities to improve overall user experience.
• Transition on-prem email users to Exchange Online, providing support for the separation management office.
• Own tools required to manage Collaboration & Email: M365 admin portal, identity management, spam filtering solutions, and Microsoft Powershell.
• Partner with the internal operations team to build and integrate platform monitoring tools and critical alerting systems.
• Engage with technical support teams and the premier team within Microsoft for issue resolution and service enhancements.
• Ensure the service meets SLAs and facilitate metrics reporting.
• Document 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 automation possibilities for self-service of end user support.
• Effectively perform advanced troubleshooting and manage complex problems.
• Act as a technical leader in handling critical incidents and crisis management.
• Support end user issues by providing effective solutions.
• Partner with other product teams to plan and test solutions.
• Drive to increase end user satisfaction by adopting lean methodologies.
• Identify efforts to improve and simplify end-user experience.
• Initiate new technology pilots and programs for end-user support readiness.
• Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training.

Qualifications

• Bachelor’s degree from accredited university or college with minimum of 4 years of professional experience OR associate's degree with minimum of 7 years of professional experience OR High School Diploma with minimum of 9 years of professional experience.
• Experience in Collaboration or Email services (architecture, operations, support etc.).
• Excellent analytical and problem-solving skills.
• Ability to work both autonomously and in collaboration with product managers, architects, operations, and end users.
• Ability to clearly communicate data through verbal and written communications.
• Excellent organizational, interpersonal, and written communication skills.
• Strong work ethic & desire to learn.
• A commitment to continuous improvement.

Requirements

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas.

Benefits

• Healthcare benefits include medical, dental, vision, and prescription drug coverage.
• Access to a Health Coach and a 24/7 nurse-based resource.
• Access to the Employee Assistance Program for confidential assessment and counseling services.
• Retirement benefits include the GE Retirement Savings Plan with company matching contributions.
• Tuition assistance and adoption assistance.
• Paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.