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About ETS ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide. Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide. The Engineer Lead, Digital Workplace Services is responsible for delivery of assigned workplace technologies and services. The Engineer Lead manages and continuously improves digital workplace technology and integrations with adjacent technologies. The Engineer seeks to automate or eliminate repeatable tasks and reduce administrative overhead for workplace operations, including configuration variations, performance issues and security vulnerabilities. The Engineer Lead collaborates with technology sourcing partner(s), technology vendors, product managers, Information Security and legal or compliance teams to ensure alignment to company policy and applicable legislation. The role includes ITIL service management activities. Recommends improvements that reduce support costs & optimize performance. Implement, monitor and provide continuous improvement of digital workplace technologies (endpoint hardware, software, services and SaaS tools) Integrate digital workplace technologies with adjacent technologies (identity, security, vulnerability management, IT service and asset management, remote access, etc.) Work collaboratively with service delivery partner(s) to ensure stability and security of digital workplace technology through effective management and timely patching Actively participate in resolving high-priority incidents and problems, troubleshooting efforts, and capacity/availability planning sessions Assess criticality of services and applications and automates testing of those deemed critical before patching and upgrades Provide IT support for escalated incidents. Consistently formulate solutions to solve incidents. Ensure timely response and resolution working with IT’s service delivery partners Monitor technology trends and seek ways to enhance continuous improvement initiatives Work collaboratively with architecture providing input to technology roadmap Lead and/or participate in technology POCs and Pilots Lead planning and implementation of new or upgraded technology services Ensure that management of technologies is consistent with established architectural standards Play a lead role in the integration of digital workplace technologies and services Provide concise and timely communication regarding department activity to senior management and other ETS business and technical stakeholders to enable strategic decision making Assume responsibility for delivery of assigned services and technologies Manage service delivery provider for assigned services and technologies to achieve established SLAs and KPIs Provide innovative recommendations for process improvements Ensure that assigned services and technologies conform to ETS standards Continuously identify process risks or gaps and offer solutions to address these problems Adhere to ethical standards and comply with the laws and regulations applicable to your job function. Bachelor's degree in computer science, Information Technology, Engineering, or related field is required or relevant experience 6+ years of progressively responsible experience as a Digital Workplace Engineer, or Systems Engineer, in mid to large-sized organizations Digital workplace tool management expertise: management tools, techniques, monitoring and integration 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 Technology Skills Required End user devices and device management (primarily Windows and MAC OSx based) Mobile devices & technologies Microsoft InTune / JAMF Pro Microsoft Azure Virtual Desktop (or similar virtual desktop solution) Networking Solutions, WiFi and LAN-based Telephony, IP and PABX based Secure Print Solutions, devices and technologies Digital Collaborative meeting technology and collaboration spaces (Microsoft Teams preferred) AV technologies Service Now App Store Software packaging and deployment Other Skills Required Tech Savvy. Ability to quickly learn, implement and utilize new technologies Analytical and problem solving. Combines and organizes information into meaningful patterns; identifies underlying relationships, causes and effects; and combines pieces of information to form conclusions or general rules. Ability to tie together solutions across technologies Strong interpersonal skills. Ability to work across business lines at senior levels to influence and effect change to achieve common goals Communications. Excellent oral and written communication skills Detail-oriented. Consistently takes a thorough, accurate, organized and quality-centered approach Organizing and prioritizing. can effectively address projects, requests and other competing priorities Customer Focused. Keeps the employee experience at the forefront when participating in pilots, during incident escalation and resolution, and all aspects of service delivery. ITIL process frameworks Problem management / RCA Process metrics & governance Quality methodologies -- Lean / LSS Ability to execute Detail-oriented Conceptual thinking Teamwork and collaboration ETS is mission driven and action oriented We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning. We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth! As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you! ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity. Show more Show less
