Collaboration Squad, Service Specialist , North America (Security)

Location: Arlington, United States of America

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Knowing what Thales does today, means asking where technology is taking us tomorrow. We are creating the waves of digital transformation that will cary our customers into the future. Where these transformations intersect and interfere is where the most interesting and innovative tomorrows are being built. Thales operates at the intersection of these technologies to find every tomorrow.

The Collaboration Service specialist is a member of the Collaboration global tribe but is responsible to maintain a high level of user satisfaction and health with respect both to the delivery of existing collaboration applications and services in North America and to the rollout of new global or regional services through the IT Project portfolio to user communities in US and Canada. The Collaboration Tribe is responsible for an expansive portfolio of collaboration capabilities including a host of collaboration applications (Microsoft Teams and Cisco UCC Jabber for chat, video-conferencing, and telephony, OpenText Livelink, ERCom Cryptobox) and services such as network file share management, electronic mail, Real-Time Collaboration, Telephony services (mobile and landline, including Mobile Device Management and E911), and Audio/Video Conferencing capabilities across multiple levels of data sensitivity and business types including both civil and defense business lines within North America.

Key Areas of Responsibility

Run/Support Responsibilities

• Execute timely, detailed troubleshooting of service-related defects created through the ITSM system (ServiceNOW).

• Execute timely fulfillment of any service requests created through the ITSM system.

• Manage/Work collaboration service-related tickets assigned to the North America squad through the ITSM system.

• Write/Edit detailed documentation and provide training both for end-users and for the end user support squad so that service desk can support collaboration services effectively and efficiently

• Proactively/Continuously evaluate Collaboration services to spot opportunities for improvement to ensure our services deliver the most value to the end users

• Apply the LEAN principles to Collaboration RUN activities to ensure full understanding, streamlined workflow, continuous improvement

 Project Responsibilities

• Assist in the rollout of new Collaboration global products/services or improvements being delivered to North America.

• Assist in the design, testing, and rollout of new regional Collaboration products/services or improvements to North America

• Collaborate with other IT teams – Hosting/Network/Security/Architecture, as required to successfully deploy or upgrade Collaboration applications and services. These IT teams may be within and/or outside of North America.

• Work on multiple, concurrent projects as defined in the IT Project portfolio.

• Write/Edit detailed documentation and provide training both for end-users and for the end user support squad ensure a smooth rollout of collaboration applications and services.

• Practice Agile methodology when working on the project portfolio for the Collaboration squad

• Write user stories to explain what work needs to be done by Collaboration or other teams to ensure timely project completion

Skills and Abilities:

• 3 to 5 years of experience as an IT Application Specialist or IT Senior/Lead service desk technician.

• At least 3 years of experience as an IT project team member deploying technology solutions regionally or globally.

• At least 3 years of experience supporting or administering Microsoft 365, including Teams, SharePoint Online.

• Experience supporting Extended Documentation Management systems such as Livelink and SharePoint, as well as Windows file servers in Active Directory environment

• Functional knowledge of networking as applied to troubleshooting collaboration applications (TCP/IP, DNS, DHCP, Proxies, Firewalls, Wi-Fi, Ethernet, etc.)

• Experience implementing and supporting audio/video conferencing solutions in meeting rooms

• Ability to stay organized and multi-task efficiently

• Ability to work both independently and within a team environment; take ownership of assigned tasks/projects and drive them to completion with minimal supervision

• Establishes goals and works toward achievement

• Knowledge of and ability to identify opportunities for procedures or process improvement

• Ability to implement or analyze operating procedures, write corresponding documentation provide training, as required, to IT and end users

• Effective time management; maximizes productivity.

• Strong oral and written communication skills.

• Ability to establish relationships with other teams and negotiate workload.

• Must be User experience and business value delivery focused.

• Ability to quickly learn a new product/technology to provide support and pinpoint areas for continuous improvement

Education:

• Bachelor's degree in computer science or similar field of study with at least 5 years of relevant work experience, or an equivalent combination of education and work experience.

Skills and Abilities:

• MS365 Certified Administrator Expert

• M365 experience supporting Exchange Online, Viva Engage, and Forms, Microsoft Teams Rooms (MTRs)

• Hands on experience in supporting OpenText Enterprise Content Management products (Livelink)Experience with managing incidents and service requests using ServiceNOW.

• Experience working within a global functional organization and collaborating with teams outside of home time zone and country.

• Hands on experience in configuring, deploying, and supporting Cisco UCC (Jabber) for video conferencing and telephony as well as E911 solutions (i.e. RedSky).

• Practical understanding and application of Agile methodology to IT projects and LEAN methodology to RUN operations

• Experience providing white-glove support to VIP users in person and remotely

Education:

• Master's degree in computer science.

If on site, physical demands will be typical office requirements. Due to participation in the site 5S procedures, lifting up to 25lbs may be periodically required to move equipment within the designated IT work area to maintain organization of the site IT work areas.

Schedule: Work shift will either be 8am to 5pm ET or 9am to 6pm ET Monday through Friday. Weekend or after hours work will be as required.

Physical Environment: Collaboration work environment will be in a standard corporate office environment. If located at or near a Thales USA or Thales Canada Inc site, access to server rooms or other IT related restricted areas may be granted.

Travel: While not typically expected, there may be need to travel to other Thales site in US or Canada. Up to 10% max annually.

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This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.