End User Workspace Specialist

The End User Workspace Specialist plays a key role providing subject matter expertise to the Managed Services team. The role has technical responsibility for delivering formal requirements associated with End User Computing and Microsoft 365 service architecture, service design, service management and configuration management responsibilities.  In addition, the roles work on implementing the required End User Workspace Strategy and contributing to it’s ongoing transformation to migrate and manage the associated risks in regard to our IT assets and services, and to drive cost efficiencies, mobility and productivity.  This role has accountability for ensuring the resilience of our End User Computing estate and our Microsoft 365 tenant and services which are critical to operational efficiency and underpin core technology services for BTP.

The purpose of this role is to act as the subject matter expert, providing expert advice within current and previously acquired technical specialisms and advising and guiding more junior members of the team and department.

This role will lead on the implementation, development and configuration of End User Workspace solutions and serve as a End User Workspace subject matter expert for client infrastructure.

As a subject matter expert for End User Compute, Microsoft 365 and cloud technologies, the End User Workspace will be responsible for

• Complex escalations whilst offering mentoring and coaching to junior colleagues in order to upskills those resources.
• Provide technical resolution to the client issues raised in tickets.
• Leading on specialist fourth line support, and the design, implementation and documentation of new services.

Principle Accountabilities

• Incident and Problem Management – responsible for 3rd line incident and problem management in relation to End User Workspace problems, incidents and breaches. To technically lead on ensuring an appropriate and robust response to applicable incidents and problems, ensuring root cause analysis and resolution occurs.
• Technical Subject Matter Expert – To act and engage as the Subject Matter Expert (SME) on Digital Workplace, both within the department, wider function and overall organisation as required. As SME work closely with other specialist areas to build effective and creditable relationships to understand their End User Workspace requirements, responsibilities and the risk for example Cyber Security and Information Security.
• Continuous Development – End User Workspace is fast-paced environment with rapidly changing requirements and a high level of technical skill upkeep and development is required. The post holder will be responsible for ensuring their technical skills is kept up to date and relevant.
• Governance – The role is accountable to ensure that relevant industry frameworks and design principles are adhered to, contributing towards safe, secure and reliable End User Workspace solutions and services.
• Communication - Exceptional communication and collaboration skills with proven success to influence, inspire and support a diverse Tech community.

Contact with others:

Internal

• Technology / Information Management / Digital Policing / Professional Standards / Cyber Crime Unit. Act as a bridge between technical teams on End User Workspace matters. Manage stakeholders; raise any gaps in existing/new solutions and make recommendations of how to be secure by design to minimize business risk.
• Technology / Information Management / Digital Policing / Professional Standards / Cyber Crime Unit. Act as a bridge between technical teams on End User Workspace matters. Manage stakeholders; raise any gaps in existing/new solutions and make recommendations of how to be secure by design to minimize business risk.
• Working closely with Information Management/Information Security, Professional Standards and the Cyber Crime Unit on a constant basis to build up the appropriate levels of engagement, ensuring the sharing and cross-fertilization of relevant information and learning.
• Work closely with Technology infrastructure, networking and support teams to ensure robust solutions are effectively implemented and delivered, documented and service transitioned over to support.

External

• Contact with counterparts within Microsoft, Clients and other third-parties.
• Core IT suppliers (for development, testing and service handover and transition purposes)
• Operational stakeholders and technology vendors
• Other third-party suppliers

Essential Criteria

• Professionally qualified with a relevant degree/postgraduate qualification, or broad experience and proven success in an End User Workspace/development/specialist area.

OR

• Substantial and extensive vocational experience demonstrating professional development and achievement in a series of progressively and broad work roles, backed by evidence of deep and broad subject matter knowledge across End User Workspace area.
• Recognized M365 certifications: Microsoft 365 Security Administrator Associate, Identity and Access Administrator Associate, Information Protection Administrator Associate, Teams Voice Engineer Expert, Enterprise Administrator Expert

Experience

• Extensive technical third- and fourth-line support experience in a large organization in relation to delivering End User Workspace technologies/solutions.
• Expert level identity management experience with a background IAM (Identity Access Management) solutions.
• Extensive experience of implementing, managing and reviewing compliance to specified information management policies and processes related to securing data in Microsoft 365
• Experience of working in teams within a complex, challenging environment setting and towards SLA’s and business objectives.
• Significant experience of implementing, managing and supporting End User Workspace solutions in a demanding environment.
• Strong experience of incident resolution, requests, changes and problem-solving activities delivered to agreed SLAs.

·        Extensive experience of implementing, managing and/or administrating Microsoft 365.

·        Experience of upskilling others in the use of digital technologies.

·        Experience working with run critical national infrastructure either within the Public or Private Sector including 24x7x365 operational SLA’s and criticality.

• Expert level experience of Azure, Office 365 and automation tools and the maintenance of detailed application and tenant knowledge to provide support and configuration, as appropriate.

Skills

• Autonomy – works under broad direction. Work is often self-initiated.  Is fully accountable for meeting allocated technical and/or project objectives.  Establishes milestones and can delegate when required.
• Influence - Influences organization, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships.
• Communication - Exceptional communication and collaboration skills with proven success to influence, inspire and support a diverse Tech community. Communicates complex issues clearly and credibly with widely varied audiences. Handles difficult on-the-spot questions on behalf of the wider team (e.g. from senior management)

Knowledge

• Subject matter expert knowledge of the M365 platform, tenant's configuration and associated services, relevant to Digital Workplace.
• Expert knowledge in MS Teams Telephony and Messaging Exchange Online (configuration and filtering)
• Expert knowledge in SharePoint Online and associated services, Power Apps development, Power Automate and the Power platform.
• Expert knowledge in Windows 10 configuration, deployment and modern management
• Expert knowledge in the M365 purview, compliance and governance, including advanced email threat protection, data protection and policy management.
• Extensive knowledge of core End User Workspace technologies together with an understanding of the key technology providers
• Strong knowledge of emerging technologies and their applicability to the force
• Strong evidence of maintaining subject matter knowledge and skills development.
• Experience of developing End User Workspace solutions in a large Public Sector organization

Desirable Criteria

• Knowledge of industry best-practice frameworks including ITIL, and its implementation

Additional Information

• Potential On-Call requirement within the role supporting the function.

** KINDLY NOTE THAT THIS ROLE IS OPEN TO WESTERN CAPE CANDIDATES ONLY**