Microsoft Digital builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.

The Employee Experience team within Microsoft Digital is the heartbeat of the employee experience across the company. The team powers, enables, and transforms the digital Microsoft employee experience across devices, applications, and infrastructure. They propel the company forward in terms of modern workplace patterns and practices and provide an inspirational enterprise blueprint for customers and partners. 

Do you want to lead the digital transformation? Do you want to transform the industry by defining and showcasing Microsoft’s strategy across any number of client experiences? If so, you may be a great candidate for one of our openings in Employee Productivity Services Engineering. We are looking for a motivated, technically oriented Service Engineer to manage the core client experiences across Microsoft’s Enterprise footprint. Our objective is to fully transform the Enterprise client experience, making it as simple, intuitive, and reliable as possible while enabling the next level of productivity for both internal and external customers.

In this role, the Service Engineer will be responsible for understanding the services and components required to deliver a particular experience, establishing clear service or component optimization strategies, and introducing new capabilities and technologies that revolutionize the user experience and advance the industry.  You will be part of a self-managed Feature Crew responsible for the overall experience. You will engage and manage multiple internal and external stakeholders including product teams, OEMs, Suppliers, Procurement, and Finance. You will also play a key role in defining the service offering and roadmap to enable Microsoft’s customers to achieve amazing results in their own digital transformation.

The ideal candidate will have a strong technical background and in-depth industry experience in the hardware, software, and services aspects of the Enterprise Client Experience. We are looking for candidates that demonstrate strong business acumen, thought leadership, critical thinking, and negotiation skills with a track record of strong customer advocacy. The Service Engineer will balance technical and business objectives and will engage and influence senior leaders internally and externally to deliver high quality solutions and user experiences. Effective negotiating, influencing, and leadership skills mixed with creativity and deep subject matter expertise will be essential to achieve strategic alignment of goals across this broad range of stakeholders.

Responsibilities

Transform the client experience by accelerating our transition to Azure Active Directory-joined devices

Design and implement a change management program that comprehensively addresses the technical, behavioral, and process aspects of our transition to the Standard User permissions paradigm

Advance the industry leading Zero Trust strategy by removing all service dependencies on VPN

Collaborate with teams across Microsoft to understand new features, influence product roadmaps, and drive feedback to improve product quality and experiences across multiple roles as required (End User, IT Admin, & App Owner)

Design and lead execution of service operations through Suppliers and vendor teams to achieve or exceed SLAs, KPIs, and strategic goals

Lead Live Site governance of the key business/service metrics in production to ensure a timely remediation of production issues and to ensure the service performs well on the agreed outcomes

Qualifications

Required:

You’ve managed services – you have 5+ years of experience managing and improving an enterprise service, including support for Production systems

You’ve led – you have 5+ years of a proven track record of successful Agile project implementations

You collaborate – you can explain your work, you can ask great questions, you can listen to your peers and your customers, and you love to give and receive feedback

You’re learning – no matter how much you know, you are always seeking to learn more and to become a better engineer

You’re applying your knowledge – you are comfortable using Azure, Power BI, and PowerShell scripts and have used these tools to drive automation and service health improvements (5+ years of experience)

You’re influencing – you are able to influence others and be held accountable for delivery without implicit authority

Preferred:

Bachelor’s degree in Computer Science or equivalent experience

2+ years of experience with client management

1+ years of experience working in an Agile environment

Passion for using data and analytics to drive business value

Experience with client management technologies such as SCCM/Intune

Demonstrated curiosity for new technologies and passion for the user experience

Location: We are hiring in the following locations: Atlanta, Redmond, and fully remote – US

#MSDIGITAL#EEJOBS

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.