Staff, Systems Administrator - Productivity

Job Description

Below is a list of responsibilities for the Staff, Systems Administrator:

• Work within the DWT Technical Operations function as a technical leader responsible for operations of a broad array of Productivity tools and applications including Microsoft Office, Microsoft Productivity Suite, Project Tools, Survey Tools, and Meeting Room Technologies.
• Responsible for L3 Operations and Systems Administration for Microsoft Office Suite (Strong working knowledge of Microsoft Office administration and management – channel updates, client patching etc.)
• Responsible for L3 Operations and Systems Administration for Microsoft Productivity applications including Microsoft Office, Microsoft Visio, Microsoft Whiteboard, Microsoft ToDo, Microsoft Viva Engage, Microsoft Viva Insights, and Microsoft Planner.
• Responsible for L3 Operations and Systems Administration for Project Tools including Smart Sheets, Miro, Aha!
• Responsible for L3 Operations and Systems Administration for Survey Tools including Sli.do and Survey Monkey.
• Responsible for L3 Operations and Systems Administration for Meeting Room Technologies including iOffice Teem and Microsoft Teams Rooms Panels
• Technical accountability over the operational stability of DWT Productivity platforms, tools & services.
• Maintain a solid understanding of a complex Productivity ecosystem which has several integrations into other systems including but not limited to security tools, identity platforms, authentication systems, internal operational tools, and other systems.
• Act as the technical escalation point within the internal Systems Administration team for complex issues and advanced troubleshooting for DWT Productivity tools and integrated systems.
• Perform platform monitoring, maintenance, and management across the entire ecosystem of GE Aerospace’s Productivity related services.
• Act as an escalation point for all requests and incidents coming in from the service desk and L2 support teams. Partnering with various stakeholders throughout the organization and externally on resolution of those tickets.
• Accountable for identifying opportunities to improve overall user experience.
• Work to transition Productivity services cross tenant, providing support for the separation management office to ensure seamless transitions to the GE Aerospace platform.
• Owning the tools required to manage Productivity systems: admin consoles including M365 admin portal for managing Microsoft Office and Productivity services, identity management and delegated administration tools to manage groups and objects, and Microsoft Powershell for automated administration.
• Responsible for managing, tracking, testing and pushing out Microsoft Office product and security updates, ensuring the entire organization is on the correct channel and version
• Partner with the internal operations team to build and integrate platform monitoring tools and critical alerting systems.
• Responsible for engaging with technical support teams as needed to coordinate issue resolution and make recommendations on service enhancements.
• Perform change management operations in tandem with the change management team.
• Assist & own the preparation of end user support documentation and knowledge.
• Investigate the possibilities of automation for self-service of end user support.
• Act as a technical leader in handling critical incidents and crisis management.
• Initiate 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.
• Implementing product enhancements and code updates to ensure platforms are kept current and up to date, following standard change control processes and procedures.
• Work with the suppliers and the cyber security team to identify security vulnerabilities and perform security patching on managed servers and hardware.
• Align with the DWT Software: Automation team to ensure opportunities for platform automation are being identified, logged, prioritized, and implemented. Ensuring the active automation processes are being tracked and periodically reviewed.
• Engage with various stakeholders including the DWT Enterprise Architecture and Product Management teams to review, test, and implement NPI requests.
• Work with the internal team to ensure support teams are being properly trained on existing, new, and upcoming services and releases.
• Documentation Management including platform architecture, inventory of resources and assets, SOPs, system configuration, and BCP.
• Work with various stakeholders to identify any required custom reporting for the internal team or businesses. Automating these reports when needed and ensuring proper tracking and periodic review.
• Liaise with the cyber security team to ensure least privilege access policies are being adhered to for all administrative access to production systems and that access is managed via SAPM or PAM. Proper documentation for all administrative permissions, access controls and admins who have access to systems. Implement governance around granting, reviewing, and revoking access to all systems.
• Work with the Digital Forensics team as needed on cases involving the need to export data or snapshot images for investigation.
• Accountable for identifying opportunities to improve overall user experience.
• Ensure the service meets SLAs and facilitate metrics reporting.
• Drive to increase the end user satisfaction by adoption of lean methodologies.
• 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 and other programs such as “shift left” within the Productivity portfolio.

Qualifications / Requirements

• 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 IT experience
• A minimum of 3+ Years’ professional experience working with IT Productivity tools (Mainly Microsoft Office, also Microsoft Productivity, Project Tools, Survey Tools, and Meeting Room Technologies etc.).
• Note: Military experience is equivalent to professional experience

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 Characteristics

• Strong written and communications skills.
• Ability to operate under ambiguity or with incomplete technical or business requirements.
• Excellent analytical and problem-solving skills.
• Ability to work both autonomously and in constant collaboration with product managers, architects, operations, and end users.
• Ability to clearly communicate data through both verbal and written communications such as presentations, dashboards, and email updates.
• Excellent organizational, interpersonal, and written communication skills are a must. Able to successfully interact with all levels of the organization.
• Strong work ethic & desire to learn.
• A commitment to continuous improvement.
• Experience working in a global atmosphere.
• Language skills over and above English is a plus.
• Knowledge and experience with ServiceNow.
• Demonstrated ability to drive results in a dynamic and fast-pace environment.
• Drives change initiatives & strategies.

For Candidates in US:

• The base pay range for this position is $107,500-$179,200 . The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. This position is also eligible for an annual discretionary bonus based on a percentage of your base salary/ commission based on the plan. This posting is expected to close on 2/13/2024.

• Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness. 

• General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s welfare benefit plan or program. This document does not create a contract of employment with any individual.

This role requires access to U.S. export-controlled information. If applicable, final offers will be contingent on ability to obtain authorization for access to U.S. export-controlled information from the U.S. Government.

Additional Information