Sr. End User Services Analyst

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The End User Services Sr Analyst, reporting to the Technical End User & Service Mgmt Lead, will be a critical member of the IT Infrastructure team and work with cross-functional teams to develop processes and controls that improve efficiency, increase customer satisfaction and make user experience better. As an accomplished service and IT operations leader, you will oversee End User core business and back-office operations including: Desktop and Mobile devices, Virtual desktop solutions, Messaging and Collaboration technologies like M365, SharePoint, Licenses Management.

Tasks:

This role is responsible for assuring the integrity of the technologies End Users use (Desktops, Printers, Mobile Device) and ensuring that they align and meet overall IT strategy and business objectives / goals.

• This role is responsible to monitor and manage SLA’s and KPI’s of End User Services vendors, under ITIL Framework.
• Ensures uninterrupted end-to-end End User Services (Desktops, Printers, Mobile Devices) delivered to internal users and Retail users.
• This role is accountable for implementing the technological lifecycle of the products for End User Services, as well ensure, drive and improve IT Audit compliance of End User Services in DHL US.
• Responsible to follow up and manage the financial spend on End User Services, including forecasting and budgeting, and defining technological strategies for building out a well-managed operation, inclusive of automated and preventive controls, driving the prioritization process, highlighting critical dependencies.
  
  
  

This Position requires professional, collaborative approach with vendor-partners to ensure accountability and performance.

Skill & Qualifications:

• Typically requires BS/BA in related discipline and 8 years of technology support in related field or MS/MA and 5 years of experience in related field
• Knowledge of ITIL functions (Incident Management, Change Management, Knowledge base and Problems Management, IT Asset and License Management, Service Level Management).
• Experience with cloud-based technologies delivered to end-users.
• Professional certification or similar: ITIL V3/V4, Microsoft Defender for Endpoint, SCCM, Collaboration Services.
• Strong understanding of Modern Desktop Management Platforms including Microsoft Endpoint Management (SCCM) including:
• OS Build deployments and task sequences
• OS and Application patching (Desktop Public Cloud and traditional patching)
• Reporting in Power BI
• Proficient in the use of ServiceNow modules
• Experience and Knowledge of Collaboration Services (e.g. Video, Voice Services, Polycom, Cisco), End User Services (Virtual Machines, Active Directory Policies).
• Skilled in communicating conceptual and technical information both verbally (on phone, one-on-one, to groups) and writing (Presentation, Reports) to various audiences (work group team, management, internal clients).
• Strong team/project management/networking abilities bringing together groups and definition of KPI and KRI from different areas of the DHL business.
  
  
  

Employee Benefits & Incentives

DHL benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:

• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• myShares – Voluntary plan to buy discounted company shares
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities
• Hybrid Working Environment
  
  
  

DHL is committed to working with and providing reasonable accommodations to persons with disabilities. The job application process includes this application and possibly one or more interviews. If you believe that you might need a reasonable accommodation for any part of the application process, please send an e-mail to ada@dhl.com, and include your contact information