Enterprise Operations Specialist

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Raytheon Technologies

RTX is an aerospace and defence company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defence. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Waltham, Massachusetts.

Job Description

• Support RTX Global Digital Workplace Operations team in maintaining a hygienic and well-performing estate of PCs (~200K). Primary focus areas include:
  • Cybersecurity – ensuring operating system and key above-OS software are patched and configured in accordance with cybersecurity policy. Proactively address software obsolescence.
  • User Experience – remediation of issues negatively impacting PC performance, such as long boot times, slow compute performance and application crashes.
  • Savings – proactive technical and communication campaigns to reduce the number of tickets raised, and to improve user productivity.

Job responsibilities include

• Collaborate with the larger Digital Workplace Operations team around hygiene campaign and execution strategy.
• Develop and test scripted and manual solutions to apply remedies, including, but not limited to:
  • Windows 10 operating system major updates
  • OS patching & configuration
  • Software removal
  • Software upgrades, updates and configuration
  • STIG (Secure Technical Implementation Guide) compliance
• Solution testing on all relevant PC models and OS level variation
• Deploy and monitor solutions in accordance with the rollout strategy
• Troubleshoot issues on individual PCs
• Collaborate with the data and process team to
  • Develop data sets that support bulk automation routines
  • Identify cases for “false positive” hygiene issues
  • Define data elements that can be obtained to assist in troubleshooting

Experience/Qualifications

• 5+ years of relevant experience
• ITIL certification, Microsoft certifications within the Desktop Engineering areas.
• Problem-solving and analytical abilities, including the ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and apply sound business knowledge.
• Strong organisational, interpersonal, analytical, verbal, and written communication skills are essential.
• Ability to build and maintain customer relationships; strong team player, able to meet deadlines and adjust to changing priorities.
• Ability to multitask and work independently, as well as work collaboratively with teams, some of which may be geographically distributed.
• Proficient in creating and maintaining Power BI reports. Scheduling data refreshes.
• Creating reports in Service Now and exporting to Power BI.
• Data analytics on end-user device data. Generating insights and recommendations from the data.
• Creating PowerPoint decks for the team.
• Advanced Excel skillset for data analytics and statistics presentation.
• Preparing SOPs/SOWs relevant to IT operations that help standardise processes.
• AV compliance reports and dashboards. Creating tickets for non-compliant devices.
• Power Apps for Peripheral Device Intake Form. Using Power Automate for redundant tasks.
• Meaningful interaction with stakeholders, internal customers, and vendors.
• Engagement projects for process mapping and improvements using relevant operating models.
• Working with different org verticals for driving projects such as knowledge articles, clean up, etc.
• Responsible for sending IT communication emails, quarterly newsletter, etc.
• Attending and sending a summary of biweekly BU calls. Also, participating in monthly ops review calls to address any issues or challenges.

Certifications

Any of the following certifications, in good standing, is considered an advantage:

• ITIL
• PPT
• MS Excel Advanced
• PBI
• Tableau
• Qlik
• Automation & Machine Learning tools.

Education:

• Bachelor’s degree or relevant technical training in Information Systems Management, Computer Science, Cybersecurity, Information Assurance or a related field is desired.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

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