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 Content Collaboration squad, which includes tools such as Egnyte, OneDrive for Business, SharePoint on-premises, SharePoint Online, and more.
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.
Partnering with our QA team for robust test planning and automation, as well as our Change Management team to ensure operational excellence procedures are consistently followed to reduce the risk of human error and downtime.
Working closely with the Content Collaboration squad’s SaaS engineering team to support major initiatives, and to ensure solutions are supportable and complement existing services within the business
Identifying and executing opportunities for automation to reduce the risk of manual support and administrative activities. This will require the use of scripting languages like Powershell, at times.
Designing and executing the testing of upgrades, and support the creation of end user and IT-facing documentation
Serving as an escalation point for issues that are high visibility and criticality
Supporting 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 administrative knowledge of OneDrive for Business, SharePoint on-prem and online.
Working knowledge of scripting tools like Powershell required; knowledge of Power Automate a significant plus.
Experience managing elements of the Microsoft 365 portal, including hands-on experience managing Teams site creation, access provisioning and maintenance, and domain federation.
Well versed with SharePoint backup & restore process, running audit reports, and patching on-prem servers.
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 solve pain points and gaps.
Knowledge of Microsoft rest and graph API’s is an added advantage.
Sound knowledge of Windows Operating systems and how tools like MS Teams, OneDrive sync client work with Windows.
Knowledge of Mac OS (Operating System) is preferred.
Proven experience of solving complex support issues by delivery of simple and effective solutions
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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