End User Computing, MDM Analyst I

About CRS Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding.

Job Summary

Responsible for the maintenance and upkeep of the architecture used to manage CRS Windows, Mac, Android and iOS device fleet. Cross business and GKIM team collaboration for asset control (both hardware and software) and device management will be an integral component to the success of the collective End User Computing service tier. The role will be responsible for providing direct operational support to ICT Field staff and Tier I/II technicians and as serve as project resources for key functional delivera bles under workstream line of responsibility. The Administrator will work closely with the Corporate & ICT4D Service Lead and Director of Global EUC & Support Services in advancement of short, medium and long-term strategies to enhance the user experience and future maturity of unified endpoint management tools/technologies.

Roles and Key Responsibilities- Support EUC MDM profile of services and capabilities in alignment with Global Support Services functions.

• Maintain device & profile management requirements through ongoing operational activities and respond to incoming service/incident requests in accordance with established SLAs
• Maintain baseline configuration and compliance standards and level of manageability through established recurrent on-going data integrity activities
• Deploy OS and software related updates and patches based on established/documented procedures to all CRS owned global devices
• Develop pre-enrollment / auto-enrollment and/or pre-image / imaging procedures for device onboarding
• Provide technical guidance to project teams ensuring that new initiatives that have endpoint dependencies or configuration management needs are appropriately enabled
• Drive continual improvement to achieve and/or exceed service KPIs.
• Provide OS/Software/Patch deployment remediations, hardware maintenance/upgrades, and coordination of device Move/Add/Change
• Identifying opportunities for workflow automation and develop automation within the endpoint management platform to increase efficiencies and decrease delivery time
• Develop device standards and partner with Global Procurement on establishment of vendor agreements
• Support secure hardware disposal protocols
• Develop documentation and ensure it is continuously up to date, accessible, easy to use, and reduces single point of failures within the team, and makes the team more efficient
• Resolution of Tier III escalations
• Deliver on reporting requirements (KPI adherence, project specific)
• Stretch assignments as needed: serve as PM for key functional initiatives
• Proactively support workstream maturity and investigation or feasibility of new or enhanced tooling / procedures.

Supervisory Responsibilities (if none, state none) No direct supervisor responsibility; dotted line staff reporting as Team Lead

Key Working Relationships: Internal – Reports to the Director I, Global EUC & Support Services.

• Works with EUC, ICT4D & Corporate Device Services Team.
• Works with the Manager II, Data Protection, Information Security.
• Works with The Manager II, Global Infrastructure, Networking.
• Works with Manager I, HQ Deskside Support.
• Works with Regional ICT Managers and ICT Field Staff.
• Work with Global Service Desk

External – Vendors relative to service portfolio

Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. Our Catholic identity is at the heart of our mission and operations. We welcome as a part of our staff and as partners people of all faiths and secular traditions who share our values and our commitment to serving those in need.