Broadcast Event Support Specialist

Description
The Role:
The position will be within General Motors Core IT business unit, based in Warren, MI US. This is an Operations position where the candidate will play a key role in creating and supporting Enterprise Broadcast services to Internal GM teams. Areas of support include daily operation and administration of Virtual Conferences, Video Streaming and Large Meetings using tools which range from: Brightcove, Kaltura, MS Teams, or any potential video meeting platforms onboarded to GM. This role includes serving as customer support for broadcast platforms and serving as Subject Matter Expert (SME) of the tools and operations. Daily operations include coordination of customer logistics to support broadcast events. The goal is to provide customers (with a premium user experience using world class digital platforms).
Broadcast Event Support Specialist will provide direct customer support, event planning, customer training and coordination through their knowledge and ability to solve issues via remote and in-person collaboration.
Team members must work cross-functionally between operations, engineering teams, and end-user support teams. The person contributes to and develops tool-specific communications and training materials (e.g., job aids, how-to guides, quick reference cards, release/change communications, and training plans) for the platforms used to deliver GM's enterprise broadcast services.
Important capabilities include partnerships with cross-geographic teams. Must have excellent language and customer service skills. Handle stressful situations in a professional manner and be creative in problem resolution.
This Position may require the person to work a flexible shift structure to meet the needs of our global teammates. Team members may operate in a small group per shift and will sustain the video services on a 24 x 7 basis.
What You'll Do:

• Strong interpersonal skills with the ability to teach partners with little to no technical experience.
• Strong broadcast skills with the ability to coordinate the requirements for each unique request.
• Strong organizational skills are a must as the candidate will be responsible for planning and executing multiple events within the same time-frame.
• Work in a collaborative team environment which requires high interaction with senior level executives and support personnel.
• Ability to lead complex, cross-organizational events across multiple boundaries
• Lead the development and maintenance of tool-specific training and communication materials to drive user adoption and consistent support (e.g., guides, job aids, FAQs, and change/release communications) for platforms such as Kaltura, Brightcove, and MS Teams.
• Must be able to self-manage and take charge when situations call for quick decisions.
• Implementing and supporting video streaming and conferencing products including Brightcove, Kaltura, Microsoft or other world class meeting services; act as the Subject Matter Expert (SME) and provide customer support for Kaltura and Brightcove.

What You'll Need:

• Bachelor's degree.
• 10 years of broadcast experience.
• Experience managing complex events where customers expect flawless execution of the show flow and services supporting their event
• Experience developing tool/platform training materials and delivering training to end users and support partners
• Demonstrated experience being a customer advocate when the event requirements are communicated to the technical support team for execution
• Experience with event planning and broadcast production
• Experience with digital audio and video streaming
• Experience with in-house live events, whether in a studio, event space or wherever an event originates.

Preferred Qualifications:

• Experience with studio and field broadcast production systems
• Experience with broadcast switching and editing systems
• Project management skills are an advantage

About GM
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