Global End Point Services Analyst

The Global End Point Services Analyst reports to and will receive administrative / functional guidance from the IT Global Manager. The Global End Point Services Analyst will be responsible for managing the introduction, setup, consumption, and disposal of end-point device hardware including laptops, desktops, tablets, and mobile devices. In addition, the candidate will also be responsible for assisting in the troubleshooting of end-point devices and in the management of daily operational tasks while serving as an advocate for the use of EPS global services.

These include among others user support, mapping, and maintenance of EPS operational processes; maintaining of EPS documentation, standards, and policy libraries; creation and maintenance of operational metrics; and the management of projects that impact the End Point Services and environment.

Priority will be given to improving the posture on end-point operations, user efficiencies and in instilling operations excellence that generates greater customer satisfaction through a continuous improvement mindset.


Responsibilities:
- Remediation of known security vulnerabilities and compliance issues that impact research and other special use cases for end-point devices.
- Assist in the troubleshooting of end-point devices and managing daily operational tasks while serving as an advocate for the use of EPS global services.
- Mapping and maintenance of end point services processes
- Creation and maintenance of end point services documentation and policy libraries
- Creation and maintenance of operational metrics to enable the proactive management of the end point services environment
- Management of small end point services projects
- Support of tasks within larger end user computing projects that impact global EPS services and environment.
- Build end point services processes that can instill operations excellence and greater customer satisfaction through a continuous improvement mindset.
- Use of data driven analytics and customer relationship skills necessary to promote positive change

Qualifications:
- Demonstrated experience in EPS security management, encryption practices, end-point software application and patch management techniques
- Excellent communication and customer relations skills with the ability to communicate efficiently and effectively with all levels of management
- Demonstrated end-point operations and project management skills
- Knowledge in Microsoft Endpoint Configuration Manager (MECM)
- Knowledge in Microsoft Intune
- Experience with virtual cloud PC management (Windows 365)
- Proficient in the use of Excel, PowerPoint, and Power BI
- Operational IT technical and project management experience
- Familiarity effectively leveraging Managed Service Provider (MSP)
- Competency working with cross-functional and international teams
- Experience in delivering services thru outsourcing partners
- Applicable certifications (e.g Microsoft: Modern Desktop Administrator Associate, Project Management Professional (PMP), PMI Agile Certified Practitioner (PMI-ACP)
- Proficiency in English
- 5+ years of experience in IT managing end-point operational practices, policies, standards, processes, and procedures for a global company
- 3+ years of experience in IT managing end-point security and regulatory compliance issues using industry best practices, policies, and standards
- 2+ years of experience in IT managing small to moderate scale projects