Data Engineer - Customer Experience

General Motors•Warren, MI

21h•Hybrid

About The Position

This role focuses on designing, developing, and refining performance metrics and advisor service metrics for various OnStar projects including Blue Button IVA, Turn-By-Turn, and Onstar Destination Download and Unlocks. The goal is to meet and maintain SLAs for both internal and external customers. The position involves building and maintaining reporting and analytics, including dashboards and recurring reports, to visualize advisor service usage and system availability across OnStar services. The Data Engineer will utilize tools like Databricks, SQL, and PowerBI to analyze backend data sources and provide performance insights. Collaboration with IT and operations is key to ensure reports align with business goals and SLA tracking. A deep understanding and documentation of system workflows, back-end interactions, and the OnStar Guardian application ecosystem are required. The role also involves investigating end-to-end system performance and customer experience issues, applying technical judgment to resolve them, identifying performance gaps, and executing improvement plans. Ensuring adequate system requirements are documented and possessing a high level of analytical ability to assess and identify appropriate courses of action for complex problems are also crucial. Additionally, the role includes designing, developing, and implementing desktop applications and processes to automate routine tasks for analysis activities.

Requirements

Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or related field of study
Three (3) years of experience as a Software Engineer, Data Developer, or related role.
Three (3) years of experience with using and interacting with relational database structures and SQL query development experience.
Three (3) years of experience with Power BI Tableau reporting systems.
Three (3) years of experience with Big Data including Hadoop and Teradata, Python, Pyspark, ELK, Maxis, HUE, and basic knowledge about APIs.
Three (3) years of experience with database skills and significant SQL query development experience.
Three (3) years of experience with problem solving techniques such as Six Sigma, Lean, ISO 900X, and SPICE.
Three (3) years of experience with understanding of application architecture and design principles related to system integration of client components, web services, and databases.

Responsibilities

Design, develop and refine performance metrics and advisor service metrics for OnStar Blue Button IVA project, Turn-By-Turn, and Onstar Destination Download and Unlocks to meet and maintain SLAs for internal and external customers.
Build and maintain reporting and analytics including dashboards and recurring reports that visualize advisor service usage and system availability across OnStar services such as Turn-By-Turn Navigation and Remote Unlocks.
Utilize tools such Databricks, SQL and PowerBI to analyze backend data sources and provide performance insights.
Collaborate with IT and operations to ensure reports align with business goals and SLA tracking.
Understand and document system workflows, associated back-end interactions, and eco-system of the OnStar Guardian application.
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 processes to automate routine tasks as necessary to facilitate analysis activities.