Job Description

At GM, Customer Care and Aftersales (CCA) supports vehicles throughout their lifecycle by helping dealers and service partners keep customers on the road through warranty administration, service enablement, and dealer parts operations. CCA Warranty manages capabilities such as warranty processing, claims, labor time, and global warranty systems to help optimize repairs and control costs. CCA Service equips dealers with technical support, service information, diagnostic tools, technician training, and connected service experiences so repairs are faster and more accurate. For Dealer Parts, CCA drives parts cataloging, order entry, fulfillment, returns, pricing, and inventory visibility across GM’s dealer network, backed by a global distribution footprint that delivers replacement parts at scale.

Sr. Systems Analysts work closely with stakeholders to understand their needs and translate them into functional and technical requirements and product backlogs for software engineering teams. They research and evaluate various software and hardware options to determine the most suitable technology solutions for the organization's needs. They create detailed system design specifications, including data models, process flows, integration with upstream and downstream systems, and user interfaces, to guide the software engineering team. They work closely with software engineers to ensure that the system is developed according to the specified requirements. They design and execute testing protocols to validate system performance, reliability, compliance with standards, additional quality attributes and customer requirements.

• Lead discovery and analysis efforts for complex business and systems problems across Dealer Parts, Service, and Warranty applications, translating broad needs into clear requirements, user stories, process flows, acceptance criteria, and implementation-ready work packages.
• Identify opportunities to improve internal processes, services, operating structures, and delivery practices in support of functional and business strategies.
• Own analysis and delivery outcomes across cross-functional efforts, coordinating with product, engineering, QA, release, and business stakeholders to move work from intake through deployment and validation.
• Use data, analysis, and business context to build recommendations, demonstrate value, and address stakeholder concerns or objections.
• Influence decisions and drive alignment without relying on formal authority, especially when priorities, past practices, or opinions differ across teams.
• Facilitate business and technology decision-making with architecture teams, helping evaluate custom-built versus SaaS solutions and guiding tradeoff discussions to solve business problems in a scalable, supportable, and cost-effective way.
• Resolve diverse, non-standard issues with strong judgment, structured analysis, and innovative approaches that balance business needs, delivery risk, and technical constraints.
• Act as a mentor and day-to-day resource for junior analysts and other team members by providing guidance on requirements quality, process rigor, backlog readiness, release discipline, and problem resolution.
• Communicate recommendations, status, risks, and decisions clearly across multiple job areas, including senior stakeholders, business partners, and delivery teams.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related field, or equivalent practical experience.
• Typically 4 to 6 years of relevant professional experience, or equivalent depth of experience in systems analysis, business analysis, product delivery, or enterprise application support.
• Demonstrated ability to work independently with minimal guidance and apply strong initiative and good judgment in significant matters.
• Strong analytical, facilitation, and problem-solving skills with experience addressing new or non-standard issues using limited information and precedent.
• Proven ability to create high-quality requirements, user stories, acceptance criteria, and implementation plans that support effective delivery across teams.
• Experience collaborating effectively across business and technical teams and influencing outcomes through communication, data, and structured recommendations.

• Experience in effective Agile, product management, backlog management, release planning, and production support environments.
• Experience supporting application modernization, upgrade planning, dependency analysis, or technical discovery in partnership with engineering teams.
• Demonstrated ability to create prototypes, mockups, or workflow visuals that reduce ambiguity and accelerate stakeholder alignment.
• Experience onboarding or coaching teammates and helping establish stronger analysis and delivery practices.