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Educational Testing Service Lead, Digital Workplace Engineer in Helena, Montana

Job Descriptions:

Summary:

The Digital Workplace Services team is growing, and we are hiring 3 Lead Engineers to be responsible for delivery of assigned workplace technologies and services.

These technologies include:

  • Windows & MAC O/S

  • Mobile Device - IOS/Android & MS Teams & AV Technologies

  • Wi-Fi Networking, AAD Authentication & Security

This team manages and continuously improves digital workplace technology and integrations with adjacent technologies. The team seeks to automate or eliminate repeatable tasks and reduce administrative overhead for workplace operations, including configuration variations, performance issues and security vulnerabilities. This team collaborates with technology sourcing partner(s), technology vendors, product managers, Information Security and legal or compliance teams to ensure alignment to company policy and applicable legislation. The role includes ITIL service management activities. Recommends improvements that reduce support costs & optimize performance.

Required Experience:

Responsibilities:

  • Implement, monitor and provide continuous improvement of digital workplace technologies (endpoint hardware, software, services and SaaS tools)

  • Integrate digital workplace technologies with adjacent technologies (identity, security, vulnerability management, IT service and asset management, remote access, etc.)

  • Work collaboratively with service delivery partner(s) to ensure stability and security of digital workplace technology through effective management and timely patching

  • Actively participate in resolving high-priority incidents and problems, troubleshooting efforts, and capacity/availability planning sessions

  • Assess criticality of services and applications and automates testing of those deemed critical before patching and upgrades

  • Provide IT support for escalated incidents. Consistently formulate solutions to solve incidents. Ensure timely response and resolution working with IT's service delivery partners

  • Monitor technology trends and seek ways to enhance continuous improvement initiatives

  • Work collaboratively with architecture providing input to technology roadmap

  • Lead and/or participate in technology POCs and Pilots

  • Lead planning and implementation of new or upgraded technology services

  • Ensure that management of technologies is consistent with established architectural standards

  • Play a lead role in the integration of digital workplace technologies and services

  • Provide concise and timely communication regarding department activity to senior management and other ETS business and technical stakeholders to enable strategic decision making

  • Assume responsibility for delivery of assigned services and technologies

  • Manage service delivery provider for assigned services and technologies to achieve established SLAs and KPIs

  • Provide innovative recommendations for process improvements

  • Ensure that assigned services and technologies conform to ETS standards

  • Continuously identify process risks or gaps and offer solutions to address these problems

  • Adhere to ethical standards and comply with the laws and regulations applicable to your job function

Knowledge/Skills:

  • Tech Savvy. Ability to quickly learn, implement and utilize new technologies

  • Analytical and problem solving. Combines and organizes information into meaningful patterns; identifies underlying relationships, causes and effects; and combines pieces of information to form conclusions or general rules. Ability to tie together solutions across technologies

  • Strong interpersonal skills. Ability to work across business lines at senior levels to influence and effect change to achieve common goals

  • Communications. Excellent oral and written communication skills

  • Detail-oriented. Consistently takes a thorough, accurate, organized and quality-centered approach

  • Organizing and prioritizing. can effectively address projects, requests and other competing priorities

  • Customer Focused. Keeps the employee experience at the forefront when participating in pilots, during incident escalation and resolution, and all aspects of service delivery.

  • ITIL process frameworks

  • Problem management / RCA

  • Process metrics & governance

  • Quality methodologies -- Lean / LSS

  • Ability to execute

  • Detail-oriented

  • Conceptual thinking

  • Teamwork and collaboration

Technology Skills within the Digital Workplace Engineer include, and will vary based on role opening:

  • End user devices and device management (primarily Windows and MAC OSx based)

  • Mobile devices & technologies

  • Microsoft InTune / JAMF Pro

  • Microsoft Azure Virtual Desktop (or similar virtual desktop solution)

  • Networking Solutions, WiFi and LAN-based

  • Telephony, IP and PABX based

  • Secure Print Solutions, devices and technologies

  • Digital Collaborative meeting technology and collaboration spaces (Microsoft Teams preferred)

  • AV technologies

  • Service Now App Store

  • Software packaging and deployment

Education and Experience:

  • Bachelor s degree in Computer Science, Information Technology, Engineering, or related field is required or relevant experience

  • 5-7years of progressively responsible experience as a Digital Workplace Engineer, or Systems Engineer, in mid to large-sized organizations

  • Digital workplace tool management expertise: management tools, techniques, monitoring and integration

  • Experience with continuous engineering or other agile methods to keep pace with frequent changes and to reduce complexity

  • Experience using automation to drive continuous improvement

#LI-Hybrid

#DICE

COVID-19 Requirements

ETS requires all new hires to either certify that they have been fully vaccinated or request and obtain an exemption due to medical or religious reasons by their start date.

ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.

Keyword: Workplace, Workforce, Application Engineer, Network Engineer, Application Support

From: Educational Testing Service

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