Employee Experience and Enablement Engineer - IT Operations & Infrastructure

Duties and Responsibilities

• Promote a resilient, zero-touch Global Help Desk approach, where employees can solve issues quickly through self-service and automated support.
• Access Enablement, Identity and Security
• Manage and optimize Microsoft Active Directory and Microsoft Entra ID environments, ensuring secure and seamless identity management.
• Implement and maintain Zero Trust identity practices including conditional access, MFA, device compliance, and secure authentication.
• Support and integrate Microsoft Defender security capabilities to strengthen endpoint, identity, and cloud protection.
• Digital Employee Experience
• Improve the global employee technology experience, ensuring systems are intuitive, reliable, and consistent across locations.
• Simplify complex IT systems into user-friendly, efficient workflows that reduce friction for employees.
• Introduce modern workplace technologies that enhance productivity and digital collaboration.
• Touchless Help Desk & Self-Service Enablement
• Design and implement touchless and zero-touch help desk capabilities through automation, self-service tools, and AI-driven support.
• Enable employees to resolve common issues independently using knowledge bases, automation workflows, and guided solutions.
• Reduce support tickets by improving self-service capabilities and automated issue resolution.
• IT Service & Asset Management
• Own and evolve Atlassian Jira Service Management and Asset Management (CMDB) capabilities.
• Ensure accurate asset visibility, lifecycle tracking, and integration with IT service workflows.
• Use asset data and automation to improve incident response, troubleshooting, and infrastructure planning.
• Automation & AI Enablement
• Drive the adoption of AI and automation across IT operations to reduce manual work and accelerate service delivery.
• Build automated workflows for onboarding, access management, device provisioning, and support requests.
• Identify opportunities to improve operational efficiency through automation and intelligent tools.
• Collaboration & Global Support
• Partner with Infrastructure, Security, and business teams to simplify systems and improve usability.
• Support global rollouts of new technologies and tools.
• Gather employee feedback to continuously improve the digital workplace experience.

Qualifications

• Seamless, intuitive, and resilient technology experiences for employees worldwide.
• Higher adoption of digital tools, AI, and automation.
• Faster issue resolution with minimal human intervention through zero-touch solutions.
• A consistent, modern, and positive employee experience across all regions and IT systems.
• Secure and streamlined identity and access management across the organization.
• Modern, touchless help desk model driven by automation and self-service.
• Improved asset visibility and service management through Jira platform capabilities.
• Higher adoption of digital tools and automation.