Senior Cloud Collaboration Services Engineer

Job Description:

Senior Cloud Collaboration Services Engineer

Office of Information Technology

The Senior Cloud Collaboration Services Engineer is a key member in a skilled team which designs, administers, automates, and manages communications about cloud collaboration services for the University. These include core services such as Google Workspace, Office 365, Adobe, Slack, and other SaaS applications. This position has a high responsibility for providing consistency, efficiency, and a positive user experience for all of the Brown

community.

As a member of the Cloud Collaboration Services group, this role is responsible for the administration, delivery, use, change management, and service ownership of these services, working to provide high reliability, useful automations and integrations, and a high-quality user experience. This role will work closely with their supervisor and the IT Communications Manager to communicate significant service changes, coordinate documentation, and
improve adoption and customer value.

This position will engage with members of the Enterprise Applications group to contribute to and adopt software engineering, user provisioning, integration, and automation standards
and best-practices.

Education and Experience (Grade 10)

• Bachelor’s degree preferred.

• 5+ years providing endpoint or cloud computing support working in a complex environment.

• Experience supporting many thousands of users, communicating broadly to customers, and support of a diverse customer base.

• One or more cloud certifications from Google, Amazon, Slack, or Microsoft preferred.. 

• Experience supporting enterprise and/or higher-ed systems such as Google Suite, Microsoft Office 365/OneDrive, Slack, Zoom, ITSM/service desk systems, learning management systems, etc.

• Experience with Web application technologies and API-based integrations

• Experience with developing analytics tools such as reporting engines, dashboards and data visualizations

• Experience with script development in environments such as Powershell, Python, and/or shell

• Experience supporting desktop computing including Mac, Windows, Android and iOS operating systems and common applications

• Knowledge of enterprise service management and change management practices.

• Expert knowledge of script programming, in scripting tools such as Powershell, Python, and/or shell, preferred.

• Strong computing, analytical, and troubleshooting skills.

• Project planning and project management skills.

• Excellent customer service and collaboration skills.

• Excellent written and oral communications.

• Excellent organizational skills; attention to details.

• Ability to multitask is required.

• Demonstrates a willingness and ability to support a diverse and inclusive environment.

Education and Experience (Grade 11)

• Bachelor’s degree preferred.

• 7+ years providing endpoint or cloud computing support working in a complex environment.

• Experience supporting many thousands of users, communicating broadly to customers, and support of a diverse customer base.

• One or more cloud certifications from Google, Amazon, Slack, or Microsoft preferred.

• Experience supporting enterprise and/or higher-ed systems such as Google Suite, Microsoft Office

• 365/OneDrive, Slack, Zoom, ITSM/service desk systems, learning management systems, etc.

• Experience with Web application technologies and API-based integrations

• Experience with developing analytics tools such as reporting engines, dashboards and data visualizations

• Experience with script development in environments such as Powershell, Python, and/or shell

• Experience supporting desktop computing including Mac, Windows, Android and iOS operating systems and common applications

• Knowledge of enterprise service management and change management practices.

• Expert knowledge of script programming, in scripting tools such as Powershell, Python, and/or shell, preferred.

• Strong computing, analytical, and troubleshooting skills.

• Project planning and project management skills.

• Excellent customer service and collaboration skills.

• Excellent written and oral communications.

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