Job Description

The Aviation Commercial DT –CRM/Salesforce team is seeking experienced Salesforce.com Application Operations professionals for supporting and maintaining multiple-user and customer-facing applications, related data processing platforms and services, RTS support, testing, code migration, data migrations and integration with other applications. The Application Operations Engineer role executes the overall support process and activities for multiple-user and customer-facing applications. Owns and is accountable for application and platform SLA’s against operational commitments, effectively balancing different, competing objectives.

Roles and Responsibilities

In this role you will be responsible for

• Responsible for being hands on operations and support within the business’ Salesforce environment
• 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
• Work directly with service architects to help reproduce and resolve customer issues
• Available to perform testing during critical releases, building automated test scripts
• 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
• Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date
• Work on critical, highly complex customer problems that may span multiple services
• Participate in 24x7 on-call rotation and work with global App Ops teams
• Available to perform code migrations and troubleshoot urgent issues in the U.S. evening hours
• Collaborate with cross functional stakeholdersCollaborate with complex, multi-disciplinary teams in resolution of high profile outages/application incidents leveraging contingent worker support team, internal supporting organizations and Application Operations coworkers when appropriate
• Share accountability for ensuring compliance with all application policies including HPA, security and code reviews across all applications and platforms within scope
• Participate in application monitoring and reporting leveraging a consistent tool and approach across multiple applications
• Use disciplined approaches to monitor application platform and service progress via effective information dashboards for operational metrics, defect, quality, change control, and compliance
• Use data, practical knowledge and innovative insights to drive timely decisions, determine appropriate courses of action, and forecast future needs while managing risk and uncertainty for the team
• Demonstrate mastery of the intricacies of interactions and dynamics in Agile teams
• Embrace a culture of customer focus and high performance to drive innovation through continuous customer engagement to facilitate appropriate application upgrades and enhancement
• Navigate through ambiguity, prioritize conflicting asks and show ability to adapt to changing priorities

Basic Qualifications:

• Bachelor’s degree from accredited university or college with minimum of 4 years of professional experience OR Associates degree with minimum of 7 years of professional experience OR High School Diploma with minimum of 9 years of professional experience
• Minimum 3 years of professional experience in Application Operations or IT
• Note: Military experience is equivalent to professional experience
• GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed

Eligibility Requirement:

• Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job.  

Desired Qualifications:

• Minimum 3-5 years of experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS Technical Support or Application Support; testing 2 years of hands-on experience with Salesforce configuration and development required Either Salesforce Admin, Sales Cloud or Service Cloud certified or ability to complete certification within 2 months of starting

Desired Characteristics:

Technical Expertise:

• A technical engineer, with extensive experience in solving challenging issues in high pressure environment
• Hands-on experience with Salesforce Lightning Experience and integrations between Salesforce and other applications
• Hands-on experience with migrating Salesforce codes between sandboxes and improving test class coverage
• Working experience with configuring applications, networking concepts, virtualized environments, continuous integration, deployment and monitoring tools
• Experience with the product
• Understand concepts of setting and driving technical direction
• Familiar with elements of gathering functional requirements
• Understand technical standards & concepts to apply to project work
• Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities

Business Acumen:

• Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics

Leadership:

• Coach and mentor team members.
• Familiar with concepts of costing hardware and software components. Works to assure work is on-time and within budget
• Deliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefits
• Participate in change initiatives by implementing new directions and providing appropriate information and feedback

Personal Attributes:

• High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
• Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customers
• Change oriented –actively generates process improvements; champions and drives change initiatives; confronts
• Ability to work with global teams, act independently and as part of a team
• Apply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice
• Open-mindedly to new perspectives or ideas. Consider different or unusual solutions when appropriate
• Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives
• Strong analytical and strong problem solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve

Additional Information

Relocation Assistance Provided: No

Skills Required

• Sales Force