Functional Application Support Coordinator - REMOTE

Job Description SummaryAs the Functional Application Support you will be responsible for the guidance of CRM Platform cross-functional users in Siebel CRM as a member of the SOS (Service Operations Solutions) CRM Team.
In support of CRM End Users you will be receiving tickets from US and Canadian users and stakeholders in a help desk tool, diagnosing if the issue is a training gap, data issue or technical bug, then managing issue closure. To resolve tickets, you will provide navigation guidance, troubleshooting / fixing user incidents, project management of tickets of open issues, communicate with an extensive matrix of support teams, and resolve all user tickets as quickly as possible. You will extensively use Helpdesk ticketing, email, instant messaging, and phone in providing customer service. As the FAS, your focus will be putting the USCAN CRM end user customer first, ensuring they know they have a lifeline to someone who can resolve their CRM issues or connect them with the appropriate resource who can support.  
As a member of the SOS – CRM Team, workload will be supported on a rolling schedule 40 hour per week basis to cover 7a-7p Weekdays with rotations in best effort overtime on weekends and remote hours are available. Ticket volumes can vary and projects will also be provided when ticket volumes are lower.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job DescriptionResponsibilities:

• Support Siebel CRM system with End User Training

• Train Field Personnel on Siebel CRM Navigation

• Triage inbound CRM Support requests from Field Personnel and Service Operations Team Members

• Troubleshoot CRM Issues, Resolve or Initiate Help Desk Tickets for appropriate routing and follow through to resolution

• Guide Field and Service Operations Personnel end users through issues with on-the-job training

• Interact with US Service Field Team and Service Operations Team Members to confirm next steps before applying data updates

• Will take task-based data management update requests and operate independently to complete the tasks

• Resolve tickets within One day where possible or as soon as possible thereafter to the satisfaction of the end user who sent in the ticket.

• Self-Directed follow-up on aged tickets that are taking more than one day to resolve.

• Responsibilities may not be limited to the above and are subject to change.

Required Qualifications:

• BS or BA degree and demonstrated process management experience.

• Experience working with IT Platforms and Data.

• Ability to work variable schedules between 7am - 7pm CT for 40 hour Work Week and on Call Weekend Hours.

• Prior experience working for GE HealthCare either directly or through a 3rd party supplier.

• The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).

• 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 opening.

Desired Qualifications: 
•    USCAN Service Experience

•    Experience managing multiple tasks to completion in a timely manner
•    Siebel Service CRM Experience

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.

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Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.