IT Specialist End User Computing, Global

Job Description

The IT Specialist EUC plays a crucial role in delivering reliable End User Compute (EUC) services across the global organisation. This role is responsible for resolving technical issues, monitoring the operational health of systems, and driving technical improvements to ensure services consistently meet business needs. Working collaboratively with Service Owners, Service Managers, and other stakeholders, the Senior IT Specialist ensures IT services are aligned with organisational objectives and maintain high standards of operational performance.

Key responsibilities include overseeing the technical execution and daily operations of assigned IT services, ensuring secure and high-performance EUC across all devices and locations, and enhancing productivity and compliance through engineering and automation initiatives. The role also involves managing incidents, problems, changes, and service requests, as well as monitoring technical performance to drive continuous service improvement. Collaboration with internal teams and external partners is essential for delivering effective and consistent global IT services.

Key stakeholders for the IT Specialist include service owners, service managers, process managers, provider managers, regional delivery leads and external partners to deliver consistent and effective Global IT services.

This role is aligned with Olympus’ Core Values: Patient Focus, Integrity, Innovation, Impact, and Empathy. Olympus is an equal opportunity employer committed to fostering a diverse, inclusive, and equitable workplace where all employees can thrive and contribute.

Job Duties

• Oversee Daily Operations of Global End User Compute Services:
  • Manage the day-to-day technical aspects of global end user compute services, ensuring seamless device management, software and operating system administration, security compliance, performance monitoring, adherence to technical standards, and a high-quality digital experience. 
  • Manage incidents, requests, problems, and changes according to ITIL best practices, responsible for timely and effective resolution of incidents and fulfillment of service requests. Responsible to ensure that all Service and Process documents, including handbooks, SOPs, and knowledge base articles, are maintained in an accessible and up-to-date manner.
• Develop and Maintain Technical Standards: Support the creation, implementation, and continuous improvement of technical standards governing end user computing environments to promote consistency and efficiency across the organization.
• Establish and Uphold Engineering Best Practices: Define, document, and enforce engineering best practices related to end user devices, software deployment, and associated services to ensure high reliability and security.
• Implement Modern Management Solutions: Oversee the deployment and management of modern device and software management solutions, streamlining operational processes, and enhancing manageability.
• Drive Automation Initiatives: Identify opportunities for automation within end user computing operations and support the development and execution of automation projects to improve efficiency, reduce manual effort and support increased digital experience. 
• Ensure Security and Compliance: Maintain the security and compliance of all end user devices by enforcing corporate policies and regulatory requirements, responding proactively to emerging threats.
• Optimize Performance and Reliability: Monitor the performance and reliability of end user computing resources, address issues promptly ensuring optimal service functionality.
• Enhance Digital User Experience: Continuously monitor and improve the overall digital experience for users, leveraging tools like Nexthink and related solutions to identify and address user experience improvement areas.
• Support Service Improvement Initiatives: Participate in and support initiatives aimed at elevating the quality of end user compute services, ensuring ongoing enhancements are implemented effectively
• Provide Technical Leadership During Incidents: Lead the technical response during EUC incidents and major incidents, ensuring rapid resolution and minimal disruption to end users.
• Champion Adoption of Modern Technologies: Advocate for and facilitate the adoption of modern end user computing technologies.
• Oversee Technical Compliance of Operating Partners: Govern external operating partners from a technical perspective, ensuring strict adherence to standard operating procedures (SOPs) and Olympus standards.
• Promote Ongoing Service Improvement: Proactively identify service gaps, lead technical enhancement projects, and champion both automation and process optimization as key elements of technical service management.
• Risk & Compliance: Ensure EUC services comply with applicable security measures and regulatory standards. Resolve vulnerabilities within EUC and maintain adherence to all required compliance procedures.
• Customer & Stakeholder Engagement: Serve as the technical authority on EUC service-related matters and address issues as a technical expert. Promote operational excellence and work collaboratively with global teams and partners to ensure cohesive and unified service delivery.
• Technical Expertise: Act as a subject matter expert providing technical support. Stay current with End User Compute Service Operations technologies and trends; help improve and manage the service roadmap.

Job Requirements

Required:

• Bachelor’s degree in Computer Science, Information Technology, or a related field
  (Equivalent experience may be considered in lieu of formal education.)
• Minimum of 5 years of hands-on experience designing & operating Global End User Compute environments.
• Minimum of 2 years of hands-on experience managing Nexthink to drive DEX in global organisations
• Experience in ITIL-based service management and operational support.
• Experience managing Global IT Services and working with global service providers.
• Experience delivering complex global infrastructure projects in a multinational environment.
• Experience supporting manufacturing, R&D or production facility environments
• Endpoint Management: Modern Device Management, Intune, SCCM and associated technologies
• O/S & Software: deployment, packaging, deployment, and installation across enterprise environments.
• Security & Compliance: securing endpoints, including desktops, laptops, mobile devices, and VDI.
• Observability & Analytics: Endpoint analytics, Nexthink and other device monitoring platforms.
• VDI/DaaS
• Excellent skills in communicating and managing stakeholder relationships.
• Ability to think analytically and effectively solve problems.
• Travel, domestic or international, may be needed based on project and operational requirementss.

Preferred:

• Certifications: 
  • Microsoft Certified: MCSA / MCSE
  • Modern Desktop or Endpoint Administrator Associate.
  • M365 Enterprise Administrator or Azure Administrator.
  • Security Administrator Associate.
  • Nexthink Professional Certifications.
  • ITIL Foundation certification.
• Having knowledge of Japanese culture and business practices is beneficial.
• Knowledge of MedTech or similar industries is a plus.