Engineer, End User Computing

Responsible for developing, designing, implementing and evangelizing End User Computing standards and participating in the advancement of Service Transition activities and concepts. The role includes responsibility over a full range of technologies including user workstations, tablets, mobile device management, ThinClient and VDI technologies, software deployment, enterprise monitoring platforms (Splunk, ServiceNow, etc.), OS deployment, workstation patching, OS support, systems management, and workflow automation. This position will be accountable to implement & execute tasks in the enterprise infrastructure, provide architecture and engineering solutions, develop standards and documentation for operational usage and participate with service transition activities while ensuring a positive end user experience.

Job Responsibilities

* Participates in service transition activities such as creation & execution of test plans, knowledgebase, how-to articles & instructions (user facing & technical) ensuring positive end user experience on new services & major system upgrades or migrations.

* Responsible for management, maintenance and advancement of user endpoint standards for hardware (desktop, laptop, thinclient & mobile), OS and enterprise applications (e.g. Web Browsers, MS Office, etc.), working with other teams as necessary

* Participates in development and execution of reporting and metrics for capacity, operational, economics and overall health of the user environment.

* Responsible for maintaining and advancing user endpoint provisioning, software packaging/deployment, patch management, OS update management and related processes through the asset lifecycle working in conjunction with other teams as necessary.

* Responsible for resolution of tier 2 and 3 incidents and requests including VIP and management escalations.

* Creates, develops & maintains documentation of existing & newly created environments. Processes to maintain standards & procedures for internal/external Knowledgebase/public service pages.

* Guides and cross-trains team members to adopt defined and documented processes and standards.

* Participates in development and execution of the technology lifecycle & roadmap for the technologies in scope, including technology refresh and retirement strategies.

* Establishes and maintains strong collaborative relationships with strategic partners from within Infrastructure & Operations, across Information Technologies and Services (ITS), Project Management, internal Business Partners, vendors and customers.