Position Title: Digital Workplace Experience Specialist
Reports To: Infrastructure Manager
Division: ABMNA
FLSA Status: EXEMPT
Department: IT
Grade: 5
Position Objective: This role will focus on delivering a seamless, modern associate experience by supporting end users, managing devices, and optimizing digital productivity tools such as CoPilot, SharePoint, Teams, Office applications, and conference room technologies. The role focuses on empowering employees through intuitive solutions, targeted training, and thoughtful application support that elevate efficiency and engagement across the organization.
RESPONSIBILITIES:
Associate Support & Experience • Deliver proactive support for associates across devices, applications, and digital workplace tools • Troubleshoot Microsoft 365, Teams, SharePoint, and conference room technology • Advocate for associates when working with the help desk and reducing friction points
Device & Technology Management • Manage the lifecycle of laptops, mobile devices, and collaboration software • Optimize conference room systems and building access systems • Monitor device performance, compliance, and security
Digital Productivity and Collaboration Tools • Configure, maintain, and enhance usage of Microsoft 365 tools and AI • Build and Maintain SharePoint sites, Teams channels, and digital knowledge bases • Partner with business to design solutions that streamline processes and reduce manual work
Automation & Continuous Improvement • Provide coaching and group workshops to improve digital productivity • Identify opportunities to automate repetitive tasks using tools within the M365 suite • Work with the Support Desk to identify areas of improvement and improving SLA times
A COMBINATION OF THE LISTED SKILLS AND KNOWLEDGE IS PREFERRED
• Experience working on product rollouts to ensure smooth adoption • Experience acting as a liaison between technical support desk and associates to translate needs into actionable solutions • 5 years in a support desk role or 3 years leading a support desk team • Strong analytical skills to identify root cause and solution readiness • Familiarity with device provisioning methods • Ability to influence others to make the user experience optimal • Ability to work cross-functionally and manage multiple priorities effectively • Working knowledge of Microsoft CoPilot • High Positive Energy and Associate Focused mindset is required
Additional Requirements: • Strong problem-solving skills and attention to detail • Ability to drive change and influence stakeholders at various levels within the organization
Working Conditions: Normal office environment. Hybrid Schedule
Other Factors: Some travel required, 15%