M365 SME /Engineer

Upbound Group is seeking a proactive and innovative Digital Workplace Engineer to join our End User Services team. This role is for a Microsoft 365 solutions Subject Matter Expert (SME) who translates business problems into secure, measurable improvements in how coworkers communicate, automate work, and find information.

Responsibilities

• Serve as a Microsoft 365 solutions SME—partnering with business teams to identify pain points, define outcomes, and deliver M365-based solutions that improve productivity, collaboration, and information quality (Copilot, Teams, SharePoint, OneDrive, Power Platform).
• Lead Copilot and Copilot Agents enablement: assess readiness, identify and prioritize use cases, publish guidance, and drive safe adoption that produces measurable business value.
• Design and implement automation and workflow improvements using Power Platform (Power Automate/Apps) to reduce manual effort and improve process consistency.
• Own the consultative intake-to-delivery cycle: discovery workshops, requirements, solution design, pilot, rollout, success metrics, and continuous improvement.
• Leverage Microsoft Intune as our primary (Intune-only) endpoint management platform: device enrollment, configuration profiles, application deployment, update rings, compliance policies, and device/app troubleshooting across Windows, iOS, Android, and macOS.
• Collaborate with security teams to implement and maintain M365 tenant security best practices, including AI policies, Conditional Access, DLP, sensitivity labels, and secure configuration baselines.
• Create solution documentation, operational runbooks, and end-user/IT guidance; enable L1/L2 support teams with clear troubleshooting steps and knowledge transfer.
• Monitor adoption and usage trends; build and present reporting that highlights value delivered, opportunities for improvement, and risk/compliance posture.
• Stay current with Microsoft’s rapid release cycle; evaluate new capabilities, recommend changes, and lead controlled rollouts aligned to business objectives.
• Coordinate with offshore teams and vendors for day-to-day administration and escalations, ensuring consistent service quality and adherence to standards.
• Support licensing and cost optimization activities by aligning features, entitlements, and governance to real business needs.
• Lead or participate in other projects and duties as assigned, including endpoint standards, conferencing improvements, and workplace technology initiatives.

Requirements

• Microsoft 365 solutions SME mindset: translate business problems into outcomes, requirements, and practical solutions.
• Strong Microsoft 365 collaboration foundation (Teams, SharePoint Online, OneDrive) and ability to design secure, user-friendly solutions.
• Identity/security fundamentals for modern workplace scenarios (Microsoft Entra ID, Conditional Access, MFA, device compliance concepts).
• Hands-on Microsoft Intune experience in an Intune-only environment.
• Stakeholder communication and enablement: facilitate discovery sessions, write clear guidance/runbooks, and drive adoption.
• Operational discipline: comfortable working within ITSM processes (incident/problem/change) and producing measurable results.

Preferred Skills

• Microsoft 365 Copilot / Copilot Agents enablement (readiness, governance, communications, use-case delivery, value measurement).
• Power Platform solution experience (Power Automate, Power Apps) with governance and supportability in mind.
• Exchange Online administration and mail hygiene concepts (transport rules, anti-phishing protections, user support patterns).
• Information protection and compliance controls (DLP, sensitivity labels, retention) and partnering with security teams.
• Scripting/automation (PowerShell) to scale administration and improve reliability.
• ServiceNow and/or Jira experience for intake, workflow, and delivery tracking.
• Experience building adoption programs (champions networks, training content, office hours) and using adoption analytics.

Qualifications

• Bachelor’s Degree in Computer Science, Information Systems, Computer Engineering, or equivalent work experience.
• Ability to deliver assigned project deliverables within prescribed timelines and provide clear leadership-level reporting.
• Ability to work, collaborate, and mentor team members and offshore teams in troubleshooting and effective tool usage.
• Excellent written and verbal communication skills and strong interpersonal skills working collaboratively with all Upbound coworkers and vendors.
• Broad endpoint and end-user technology experience and troubleshooting skills, including PCs, iOS, Android, Windows 11 Enterprise, macOS, and printers.
• Experience with hardware and software lifecycle management principles, including asset management tools.
• Help drive adherence to Digital Technologies policies and standards, including information protection and data governance.
• Stay abreast of industry trends and Microsoft roadmap changes; proactively recommend improvements.
• Demonstrates a high degree of flexibility and a willingness to step outside of core responsibilities to ensure collective team success.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.