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Problem Management Analyst
#2017271
Auburn Hills, Michigan, United States
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Job Description
The Customer Operations team within the Global Operations & Customer Support organization is seeking a highly customerobsessed, resultsdriven problem solver to ensure the timely and effective resolution of connected services customer issues. The ideal candidate will possess a strong understanding of the connected services ecosystem, including products, platforms, and their impact on the endtoend automotive experience. This role requires a passion for tackling complex challenges, collaborating closely with crossfunctional teams, and engaging in indepth technical discussions with engineering teams to identify and implement innovative solutions. If you thrive in a fastpaced environment, enjoy solving impactful problems, and are motivated by delivering exceptional customer experiences, this opportunity is an excellent fit for you.
Key responsibilities include:
Analyze, triage, assign, escalate, and resolve both offboard and onboard issues across connected services programs through close crossfunctional collaboration.
Lead daily incident review meetings with the operations team to ensure accurate prioritization and proper assignment to the appropriate resolver groups.
Own recurring offboard and onboard issues through the Problem Management process, including creating and maintaining problem records in Jira, performing impact analysis, defining priority based on business and customer impact, engaging the appropriate engineering teams, driving rootcause analysis, and coordinating implementation of corrective actions.
Escalate highimpact issues through internal governance forums, including the Control Tower, to ensure visibility, alignment, and timely resolution.
Support the review and approval process for Technical Service Bulletins (TSBs), Rapid Service Updates (RSUs), and Customer Satisfaction Notices (CSNs).
Provide clear, timely communication of problem status, risks, and mitigation plans to leadership and key stakeholders.
Track and support new software updates and releases, including FOTA and AOTA campaigns, as well as IVM initiatives, ensuring operational readiness.
Collaborate with internal and external stakeholders-including product, business, marketing, and development teams-to support new launches and address escalations effectively.
Respond to unexpected system and network outages by rapidly engaging the appropriate technical teams to drive resolution and minimize customer impact.
Be a customer advocate in Release Control Board and Launch Gating meetings, ensuring operational considerations and customer experience are prioritized.
Location(s)
1000 Chrysler Drive, Auburn Hills, Michigan 48326, United States
Requirements
Basic Qualifications:
A Bachelor's degree in engineering, Information Systems, Computer Science or related field
A minimum of 5 years of overall experience
Excellent ability to understand and communicate technical issues
Strong sense of urgency and dedication to customer experience - Occasional support to outages and time sensitive assignments during off hours or weekends
Excellent communication, organizational, and interpersonal skills
Proficient in MS-Office, Service-Now, Jira, PowerBI
Preferred Qualifications:
A minimum of 2 years of experience working on an Automotive Connected Services Program
Knowledgeable in Connected Vehicle Backend Systems, Modem Provisioning and Security Certificates, Apple CarPlay, Android Auto, Connected Services features including remote operations, vehicle information, alerts, emergency services, FOTA, MOTA, In-Vehicle Wi-Fi, Vehicle systems and architecture
Employment Type
Full-time
Stellantis
At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.
Additional Job Posting Information
Our Benefits - Designed with You in Mind
Comprehensive Health & Well-being Coverage
From your very first day, you'll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected.
Generous Paid Time Off
We believe in work-life balance. That's why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.
Competitive Retirement Savings Plans
We help you plan for the future with:
An employer match on contributions to your 401k, Roth, and Catch-Up plans
An employer contribution, even if you don't contribute
Income Protection & Insurance Options
Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters.
Company Vehicle Lease Program
Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products.
Family Building Benefit
We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.
Support for Your Growth and Giving Back
We believe in investing in your future and your passions:
Tuition reimbursement
Student loan refinancing programs
18 paid volunteer hours each year to make a difference in your community
And so much more!
When you join us, you're not just... For full info follow application link.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
