BCG is looking to provide innovative ways to support and improve our users’ collaboration experiences as they return to the office. The sustaining engineering chapter is tasked with serving as a critical bridge between our service and support organization, and our SaaS engineering team. This role is in the unique position of being able to impact support and operations processes, upgrades and maintenance, and automation activities within the Digital Collaboration Tribe. This role will be embedded into our Virtual Meeting Experience squad, which includes virtual conferencing tools such as Zoom, Whiteboarding Software (MS & Miro), MS Teams and upcoming AR/VR.
In partnership with your team members, your duties will include:
Assisting with the design and improvement of technical solutions for several defined (and potentially undefined) use cases
Spearheading maintenance and upgrade activities on existing BCG solutions, identifying opportunities to automate and streamline them along the way.
Responsible for life cycle management of products, software maintenance and upgrades.
Identify and execute on opportunities for automation to reduce the risk of manual support and administrative activities. This will require the use of scripting languages like Powershell and general API knowledge at times.
Design and execute on the testing of upgrades, and lead the creation of end user and IT-facing documentation
Serve as an escalation point for issues that are high visibility and criticality. Partner with Local IT and external vendor partners for issues causing regional/global outages.
Support other areas of BCG Digital Collaboration team as needed
YOU’RE GOOD AT
Entrepreneurial and creative thinking to develop concepts and solutions to resolve the firm’s most challenging collaboration needs
Strong comprehensive problem-solving skills to identify and resolve issues quickly
Working independently as well as part of a virtual, geographically dispersed team bringing a sense of urgency to the tasks at hand
Effectively handling difficult and stressful situations with poise, tact, and patience, while demonstrating a sense of urgency and empathy
Strong analytical skills, detail-oriented, and quality-minded
Working in an agile environment and using Jira to create, manage, and track stories
Exceptional verbal and written communication and presentation skills
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Deep understanding of Change Management and Operational Excellence procedures and protocols
Strong knowledge of the product market in meeting experience space and the shift toward hybrid working.
Working knowledge of scripting tools like Powershell, API is preferred.
Strong knowledge of digital collaboration tools such as whiteboarding software, virtual conferencing and upcoming future AR/VR.
Experience within complex enterprise organizations with a multi-vendor ecosystem, showing the ability to make these disparate offerings co-exist, and being able to identify and solution for pain points and gaps
Proven experience of solving complex problems by delivery of a simple and effective solution
Understanding of networking concepts and knowledge on how virtual conferencing traffic runs across corporate networks.
YOU’LL WORK WITH
This individual will collaborate with other BCG information technology teams such as Identity, Information Management and Hosting to ensure alignment with BCG’s overall IT architecture plan.
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