Principal Lead, Digital Workplace Intelligent Operations

Responsibilities

• Drive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating model
• Identify and eliminate manual operational work through automation, workflow redesign, and improved tooling
• Define success metrics for automated workflows and drive adoption to reduce manual intervention and improve service stability
• Simplify operational processes to improve service reliability and efficiency
• Establish practices that support faster issue detection, resolution, and prevention
• Design and implement automation across workplace workflows including service requests, access provisioning, device remediation, and common user issues
• Introduce and apply automated remediation and intelligent tooling to detect, route, and resolve common user and device issues, reducing operational toil and improving service stability without manual intervention
• Enable self-service capabilities that empower employees to resolve common issues independently
• Partner with engineering teams to embed automation into workplace platforms and services

Qualifications

• Digital Workplace Platform Knowledge: Experience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalent
• Familiarity with enterprise IT service management platforms such as ServiceNow
• Solid understanding of digital workplace operations and endpoint lifecycle management
• Endpoint Telemetry & Experience Monitoring: Experience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similar
• Ability to analyze device telemetry, performance data, and operational metrics to identify automation opportunities
• Operational Analytics: Ability to analyze operational data and incident trends to identify reliability risks and drive improvements
• Experience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiatives