Employee Experience and Enablement Engineer - IT Operations & Infrastructure Woodinville, Washington, United States

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.

Job Skills and Traits

• Strong expertise in Microsoft Active Directory, Microsoft Entra ID, and identity lifecycle management
• Experience implementing Microsoft Defender security solutions
• Knowledge of Zero Trust security architecture
• Experience with Atlassian Jira Service Management and Jira Assets
• Strong understanding of ITIL-based service management practices
• Experience implementing self-service help desk and automated support models
• Familiarity with AI-driven IT support tools and automation platforms
• Ability to translate complex technical concepts into simple, user-friendly solutions
• Excellent collaboration and communication skills across technical and non-technical teams

Qualifications - What This Role Delivers

• 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

Pay

The base salary range for this position is $90,000 to $110,000. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth.