Northfield, Illinois, The Digital Workplace Services (DWS) Solution Engineer is a senior level technical/functional role that seeks to enable the CAP’s DWS strategies and approaches with a focus on employee enablement and productivity through the effective use of DWS solution platforms. The DWS Solution Engineer implements, manages, and continuously improves digital workplace technology, applications, and integrations with adjacent technologies. The DWS Solution Engineer will also provide release management, product management, and enablement services for the DWS platforms (see “Specific Duties” section for supported platforms).
They will apply focus to automate or eliminate repeatable tasks and reduce administrative overhead for themselves and workplace operations, including configuration variations, performance issues on endpoint devices and security vulnerabilities. The DWS Solutions Engineer works with business and technical users to educate, transfer knowledge, and foster adoption of DWS solution platforms. The DWS Solutions Engineer also collaborates with technology vendors, product managers, IT security and legal or compliance teams to ensure alignment to company policy and applicable standards.
Solution Engineering
· Implement, monitor, and operate digital workplace service (DWS) technologies (hardware, software, services, and SaaS tools). This includes but is not limited to the Microsoft 365 suite (Teams – Including Teams Phone, OneDrive, SharePoint, Power Automate, Office, Stream, etc.), Zoom, Conference room A/V, and other collaboration technologies.
· Supports configuration, management, and use of virtual PC platforms including AWS Workspaces and Microsoft Windows 365 virtual PCs.
· Integrate DWS technologies with adjacent technologies (identity, security, endpoint management, vulnerability management, asset management, IT service management [ITSM], analytics, etc.).
· Integrate tools with line-of-business and third-party apps, app stores, SaaS platforms, etc.
· Monitors and tracks change notices from Microsoft and other collaboration technology vendors. Communicates and informs relevant staff on implications and timeframes of any upcoming changes that impact the organization.
· Coordinates review, approval, and implementation of any needed changes in DWS technology. Responsible for coordinating the appropriate company response to these changes. Consults with others to ensure the responsible party takes action.
· Implements functional configuration changes (Microsoft 365 including Teams, SharePoint, OneDrive, Power Automate, Viva Engage (aka Yammer), Stream and Viva Connections, and Zoom, Miro, etc) to support business needs.
· Assess criticality of DWS technology and applications and automate testing of those deemed critical before patching and upgrades.
· Leads related governance, security, operational policies, and processes to effectively manage and govern DWS tool platforms (e.g., Teams Hub).
· Establish computing configuration and operating standards in coordination with IT colleagues.
· Ensure stability and security of digital workplace technology through effective endpoint management and timely patching.
· Reviews/Monitors users, profiles/roles and permission settings, login history, and setup audit history and other security related checks for each platform.
· Works with project teams to estimate, design, and oversees execution initiatives, features enhancements, break fixes and thoughtful, end-to-end solutions.
· Execute/lead DWS technology projects as necessary.
· Provides subject matter expertise and technical support for DWS related technology stack.
· Assists SharePoint and Teams site owners and members with site configuration, access control/security, use of web parts, integration with other data sources, etc.
· Assists approved projects and initiatives with “Digital Workplace solutions” guidance and contribution.
· Provides ongoing care and feeding, maintenance, service health monitoring and corrective action planning for DWS related technology stack.
· Actively participate in resolving high-priority outages, troubleshooting efforts, and capacity/availability planning sessions.
· Support security operations processes by monitoring and reporting anomalies related to devices and identities.
· Assess criticality of services and applications and automates testing of those deemed critical before patching and upgrades.
· Act as a mentor for operations (server/network/database), desktop services, and service desk teams, forming a tight partnership for the mutual success of the teams. Ensure information is flowing freely between the teams to minimize siloed operations and engineering.
· Provide end-user support for DWS issues escalated from Level 1 or Level 2.
Release Coordination
· Identify and monitor sources of product changes and usage.
· Collect, aggregate, and synthesize the roadmap changes, benefits, tips and tricks, success stories, etc.
· Partners with Change Management and DWS champions network (CoE) to execute campaigns of frequent, bite-size insights; how-to tips and tricks; and success stories to stakeholders.
· Curate documentation and training artifact repository.
Product Management
· Monitors the digital workplace and Collaboration technologies roadmap at a detailed level (Microsoft 365, Teams, OneDrive, SharePoint, Power Automate, Viva, Stream, Zoom, Miro, etc.) to enhance continued improvement and position new opportunities.
· Organizes and facilitate prototype reviews.
· Escalate open tickets and requests with vendors.
· Drafts and reviews end user “how to” guides and processes related to DWS technologies.
· Reviews release notes and works closely with the DWS Governance and CoE groups to prioritize updates
· Represent these products in enterprise architecture, project portfolio, procurement, ITIL change management or similar activities.
· Collaborate with business stakeholder management.
· Collaborate with enterprise architecture.
Enablement Agent
· As a member of DWS champions network (CoE), helps drive digital workplace and collaboration service (Microsoft 365) adoption and technical efforts for the company. Provides internal marketing support to build awareness and understanding through different mediums such as metrics-based decision making & analytics tools.
· Partners with Change Management and DWS champions network (CoE) to execute campaigns of frequent, bite-size insights; how-to tips and tricks; and success stories to stakeholders.
· Helps build and maintain trust/awareness with champions and peers.
· Helps build champion’s knowledge base through frequent engagement.
· Leverage digital tools to help promote digital workplace technologies (actively monitor Teams workspaces, SharePoint, and/or Yammer community).
· Test communications and messaging about changes, new features, ideas, etc. with champions.
Education
· Bachelor’s degree or equivalent work experience.
Experience
· 7+ years managing IT systems and platforms.
· Experience implementing, configuring, and managing Microsoft 365 technologies (Teams, OneDrive, SharePoint, Power Automate, Viva Engage (aka Yammer), Stream, Viva Connections, etc).
· Experience implementing, configuring, and managing other Digital Workplace and Collaboration services (Zoom, Miro, A/V systems, etc).
· Experience creating scripts with PowerShell, Power Automate, and other scripting languages.
· Digital workplace tool management expertise: management tools, techniques, monitoring and integration (e.g., Teams Hub).
· Experience with configuration management, identity and access management, active directory, desktop virtualization, collaboration platforms and other cloud-based services.
· Experience implementing modern management of endpoint devices.
· Experience with a continuous engineering or other agile methods to keep pace with frequent changes and to reduce complexity.
· Experience using automation to drive continuous improvement.
Related certifications (preferred)
· Microsoft 365 Certified: [Fundamentals, Enterprise, Teams]
· MCSE: Productivity Solutions Expert
· Schedule flexibility to allow for availability required during the CAP’s non-business hours for activities such as resolution of critical issues or outages, managing off-hours maintenance, meetings with offshore teams, or other critical business needs.
· Travel required when necessary; expected to be less than 10%.