Systems Engineer - OnStar Services

General Motors • Warren, MI

279d

About The Position

This position is responsible for ensuring the systems used to provide OnStar's Guardian App and Emergency services are functioning properly and the services are delivered optimally 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 evaluate end-to-end performance. The person in this role will work multi-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 and building analytical tools using database tools and methodologies.

Requirements

• Minimum 3-5 years' experience in a technical role
• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent Engineering or related degree or equivalent experience
• Proficiency using and interacting with relational database structures and SQL query development experience
• Familiarity with Power BI and/or Tableau reporting systems
• Familiarity with some of the following: Big Data (Hadoop/Teradata), Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Salesforce, Heap/Adobe Analytics, and Azure Databricks
• Appropriate interpersonal styles and communication methods to work independently and optimally with business partners to meet mutual goals
• Sound organizational skills to prioritize work to be executed
• High level of analytical ability where problems are sophisticated and difficult
• Proven 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.

Nice To Haves

• Direct experience at GM 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 mobile apps
• Experience using problem solving techniques such as Six Sigma, Lean, ISO 900X, SPICE, or others.
• Prefer Master Degree

Responsibilities

• Design, develop and refine performance metrics that represent service delivery performance
• Build and maintain reporting and analytics to show system and customer performance
• Understand & document system work flows, associated back-end interactions, and eco-system of OnStar applications
• 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 sophisticated
• Design, develop, and implement desktop applications and/or processes to automate routine tasks as vital to facilitate analysis activities
• Ability to complete work with limited direction from supervisor

Benefits

• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family
• Company and matching contributions to 401K savings plan to help you save for retirement
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values
• Tuition assistance and student loan refinancing
• Discount on GM vehicles for you, your family and friends

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Transportation Equipment Manufacturing
• Education Level: Bachelor's degree