Description
Responsibilities include, but are not limited to, the following:
Understand core strategies, feature requirements, and operational process
requirements for OTA programming.
Understand and support project timelines and vehicle program rollout
timing.
Work with multi-functional OTA teams to deliver updated software content
to engineering development, preproduction, and production vehicles.
Work via a multi-functional effort with Product Development, Aftersales
Engineering, Development, and other resources who support software
updates, from project inception, validation, and approval process through
delivery.
Collaborate with our Validation Team partners to develop and implement a
comprehensive validation plan to ensure robust field performance.
Work as liaison to raise and prioritize issues, assist in technical
triages (as needed) and track corrective action from technical teams to
closure.
Define/refine robust scalable execution processes and formally document
for use by all engaged in the OTA field.
Measure key performance indicators (KPI's), identify gaps in
performance, and use transactions & interactions to improve the overall
OTA Customer Experience.
Provide regular status updates on current performance and performance
enhancement activities
Strong communication and interpersonal skills as well as proven problem-
solving abilities
Update related process flows, performance and other documents to reflect
the changes and communicate them with all the partners
Identify necessary process improvement and proficiency gains (i.e.
innovation) by working with other business partners such as global
partners and SMEs
Participate/Lead design/process related technical discussions with
development teams and/or other stakeholders
Work with multi-functional teams to acquire test vehicles
Ability to prioritize work with only limited direction from supervisor.
#LI-DY
Additional Description
Required Skills and Experience:
7-10 years of troubleshooting/triage and system analysis experience
(operations environment preferred)
Experience in process definition (requirement), validation or operation
of service delivery processes
Proven ability to build strong cross organization relationships to
facilitate cooperation and coordination
Strong demonstrable experience and understanding of application
architecture and design principles related to system integration of client
components, web services, and databases
Strong RDMS (relational data base management) database skills and
significant Oracle/SQL/Hadoop/Hive query & development experience.
Strong Power BI, Cognos and Tableau or other relevant BI reporting
systems.
Proficiency with MS Office suite
Technical background or Level 2/3 support in problem solving to identify,
priorities and communicate complicated technical issues
Knowledgeable and comfortable with new technologies and business models
High level of interpersonal skills to work effectively with others
High level of analytical ability where problems are unusual and difficult
Experience working with technical teams during time sensitive/issue
resolution incident management
Excellent verbal and written communication skill in English and Regional
Language.
Handle raised tickets and issues from customers.
Position requires operational support per on-call schedule.
Travel as required to fulfill responsibilities < 5%
Preferred Skills:
Prior experience with vehicle infotainment, telematics, or navigation
systems
Knowledge of OnStar System and support systems.
Direct experience at OnStar in one or more of the following areas:
Requirements definition
Issue resolution
Product validation
Process definition
Service delivery
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion
and we embrace the responsibility to lead the change that will make our world
better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all
must make a choice every day – individually and collectively – to drive
meaningful change through our words, our deeds and our culture. Our Work
Appropriately philosophy supports our foundation of inclusion and provides
employees the flexibility to work where they can have the greatest impact on
achieving our goals, dependent on role needs. Every day, we want every
employee, no matter their background, ethnicity, preferences, or location, to
feel they belong to one General Motors team.
Total Rewards Benefits Overview
From day one, we're looking out for your well-being–at work and at home–so you
can focus on realizing your ambitions. Learn how GM supports a rewarding
career that rewards you personally by visiting Total Rewards resources.
Diversity Information
General Motors is committed to being a workplace that is not only free of
discrimination, but one that genuinely fosters inclusion and belonging. We
strongly believe that workforce diversity creates an environment in which our
employees can thrive and develop better products for our customers. We
understand and embrace the variety through which people gain experiences
whether through professional, personal, educational, or volunteer
opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and
qualifications and apply for any positions that match your skills and
capabilities.
Equal Employment Opportunity Statements
The policy of General Motors is to extend opportunities to qualified
applicants and employees on an equal basis regardless of an individual's age,
race, color, sex, religion, national origin, disability, sexual orientation,
gender identity/expression or veteran status. Additionally, General Motors is
committed to being an Equal Employment Opportunity (EEO) Employer and offers
opportunities to all job seekers including individuals with disabilities. If
you need a reasonable accommodation to assist with your job search or
application for employment, email us at Careers.Accommodations@GM.com or call
us at 800-865-7580. In your email, please include a description of the
specific accommodation you are requesting as well as the job title and
requisition number of the position for which you are applying.
