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Job Description Summary

Responsible for delivering product service enhancements & support globally while collaborating with operational teams and service owners. This role is responsible for enhancing the user experience by continuously improving the service and experience around the digital solutions supporting R&D, Regulatory Affairs and Global Medical Services (Pharmacovigilance and Medical Affairs) in the GE Healthcare Pharmaceutical Diagnostics business.

Job Description

Roles and Responsibilities

In this role, you will:

• Strive to provide excellent customer service to employees from GE Healthcare Businesses

• Work directly with solution architects and business analysts to help reproduce and resolve customer issues or introduce new features

• Work hand in hand with operations in identifying & resolving issues directly with end users and vendors

• Engage with the vendor to trouble shoot and resolve an issue within the product

• Be aware of system-wide changes and application deployments that might impact application availability for users

• Support end user issues by providing the effective solutions

• Responsible for taking direct support cases from users

• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs

• Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately

• Drive customer communication during critical events and lead retrospective meetings

• Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance

• Work with global teams and collaborate with cross functional stakeholders

• Drive to increase the business Net Promoter Scores (NPS)

• 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

• Participate in 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

• Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date

Desired Characteristics

Technical Expertise:

• A technical engineer, with extensive experience in solving challenging issues in high pressure environment

• Experience with the Veeva platform – eTMF, RIM, QualityDocs

• Experience with agile/iterative project methodology & tools such as Scrum, preferably with experience using agile project management tools such as JIRA or Rally

• Practical exposure to, and experienced in, IT Service Management and Computer System Validation (CSV).

• Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture

Business Acumen:

• Strong oral and written communication skills

• Strong problem solving and system design skills

• Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices

• Ability to interact at all levels of the organization and with other GE Healthcare businesses

Leadership:

• Self-starter with ability to manage multiple priorities in a fast-paced work environment

• Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics

• Excellent communicator, works well in a team environment, and welcomes challenges

Inclusion and Diversity

GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

Additional Information

Relocation Assistance Provided: No