The Senior Digital Workplace Analyst is the senior technical support expert for the employee technology experience across a Microsoft based, cloud first environment. Working within a modern support model built on AI driven engagement, automation, and seamless user interaction, this role focuses on resolving complex technical issues that extend beyond automated and standardized support workflows.
The Senior Analyst owns complex issues end to end across Microsoft 365, collaboration, conferencing, and end user devices, delivering high-quality support to all employees including executives and VIPs. Beyond issue resolution, the role improves the digital workplace experience by strengthening knowledge and self-service, enabling automation and AI capabilities, and mentoring Service Desk staff. The Senior Analyst partners with engineering, identity, and infrastructure teams.
Key Responsibilities and Essential Job Functions
Service Desk and ITSM
Serve as a senior point of resolution for complex incidents and requests, and as a first escalation tier for the Service Desk team.
Exercise independent judgment in determining appropriate resolution paths and escalate issues requiring broader organization authority or specialized engineering expertise.
Apply ITIL practices across incident and request management in ServiceNow, with accurate, complete, and timely documentation.
Lead or coordinate major incident response and conduct root cause analysis to restore service quickly and prevent recurrence.
Drive issues through completion by managing dependencies, stakeholder communications, and action items until closure.
Track and report on SLA attainment, resolution metrics, and ticket trends, and surface data driven recommendations for improvement.
Identify recurring issues and contribute to problem management and knowledge improvements that reduce repeat tickets.
Analyze service trends, operational data, and user experience feedback to identify improvement opportunities and provide recommendations to management.
Investigate root causes of recurring issues and implement sustainable fixes where appropriate.
Onboarding and Offboarding
Execute new hire onboarding and termination workflows, including account setup, device readiness, and access changes.
Coordinate provisioning and deprovisioning across identity, licensing, and device platforms for a smooth day one and clean exit.
Device Support and Standards
Support modern device provisioning through Microsoft Intune and Windows Autopilot, including enrollment and basic configuration and compliance checks.
Follow established hardware standards and device lifecycle processes and escalate configuration or engineering changes to the appropriate engineering or infrastructure team.
Workstation Patching
Monitor patch and update compliance on end user devices and perform remediation on non-compliant machines.
Escalate systemic patching or compliance gaps to the appropriate engineering team.
Security and Compliance
Apply and support endpoint security and compliance policies, including MFA and conditional access, in partnership with Information Security.
Support device compliance and follow endpoint hardening and Zero Trust principles in day-to-day support and provisioning.
Video Conferencing Platform
Support conference room and video conferencing technology, including Teams based rooms and associated audio and video hardware.
Perform readiness checks on room systems, microphones, displays, and remote audio ahead of key meetings and events.
Executive, VIP, and Event Support
Deliver white glove technical support to executives and VIP users with ownership, responsiveness, and discretion.
Provide onsite and direct support for company events, town halls, and live presentations.
Build and maintain effective working relationships with leaders, managers, and key stakeholders to ensure successful support outcomes and a high-quality employee experience.
Microsoft Collaboration and Productivity
Provide expert support…