Connected Vehicle Operations Support Analyst

Subaru Of America Inc•Camden, NJ

35d•$70,000 - $95,000•Hybrid

About The Position

Facilitates the resolution of system- and network-related out-car issues regarding telematics or applications. Organizes and participates in the investigation of issues, team discussions, meetings, escalation, communication, and reporting, which includes the coordination of stakeholders, partners, vendors, and other Connected Vehicle (CV) members in the process. Supports overall system health by coordinating upgrades and maintenance activities in partnership with CV Engineering teams, Subaru of America (SOA) Information Technology (IT) teams, platform partners, and integrated vendors. Works closely with cross-functional stakeholders within CV, across departments at SOA, and our many vendor partners.

Requirements

Interpersonal skills to facilitate meetings and establish positive and effective relationships with colleagues, stakeholders, call centers, and vendors.
Leadership skills to effectively facilitate conversations and coordinate multiple teams, large groups, and various personalities toward a common objective.
Communication skills to share complicated information clearly and in a manner appropriate to different audiences and levels in the organization.
Organizational skills to coordinate and track multiple issues, projects, audiences, needs, and timelines - while managing a busy calendar and unexpected issues.
Problem-solving skills and customer focus with ability to analyze, understand, and create linkages between customer experience (CX), business processes, and information technology (IT) solutions.
Ability to analyze and interpret quantitative and qualitative data to identify trends, quantify issues to measure impact, and provide support in developing proposals and recommendations.
Ability to be flexible with constantly changing and challenging business and technical conditions.
Ability to work after hours and weekends, as needed, to support system update and maintenance activities.
Familiarity with IT systems, information architecture, user experience principles, networks, backend systems, call centers, and telecom systems.
Bachelor's degree or H.S. Diploma and equivalent experience in lieu of degree required. At least 4-6 years of experience required.

Responsibilities

Communication and Stakeholder Collaboration: Coordinates and facilitates cross-functional meetings with internal stakeholders, external partners, and vendors to identify, investigate, and resolve system- and network-related out-car issues regarding telematics or applications. Conducts investigations and performs technical testing across our systems and creates summaries to all involved parties to explain the status of the issues and next steps.
Acts as the primary point of contact for system/network issues escalations, ensuring timely and effective communication across all parties. Using subject matter knowledge and analysis of the issue, determines which actions to take to find the root cause of and resolve the reported issue.
Develops and maintains strong working relationships with platform partners to support long-term operational success.
Operational Excellence: Conducts detailed investigations into Connected Vehicle (CV) system and network issues, including root cause analysis and documentation of findings.
Implements corrective actions and process improvements to enhance system performance and reduce recurrence of issues. Determines better processes (and ensures that they are followed) to monitor and alert teams when issues occur to limit the impact or better communicate and quickly determine corrective action.
Maintains operational dashboards and metrics to monitor system health and identify trends or anomalies.
Reviews, updates, and ensures accuracy of vehicle telematics capabilities within systems of record to ensure proper function of applications.
Architecture and System Health: Coordinates and communicates system upgrade schedules, planned maintenance, and disaster recovery procedures to all relevant stakeholders. Creates schedules for planned maintenance and ensures that all relevant teams, including CV, Subaru of America (SOA) Information Technology (IT), and vendor partners, are prepared.
Ensures readiness and alignment across teams during system changes to minimize disruption and maintain service continuity. • Provides clear and timely updates during incidents, including status reports and resolution timelines.