Role Summary
The IT Change & Adoption Engineer will be responsible for driving experience improvements across the Sophos business. You will input and drive employee communications, champion best practice and adoption of process, tools and services, host virtual and onsite sessions with end users to enhance self-service enablement and improving the consumption of our key services including Zoom, Teams, Atlassian and our ITSM tooling. You will be responsible for assessing the impact of change to support continual transformation of services and drive a best-in-class experience, influencing our IT products and offerings.
What You Will Do
1. Own relationships with internal and external resolving teams
2. Host end user focus groups to gather key insights and actions
3. End to end ownership of improvement actions related to IT service experience
4. Develop and implement key metrics to identify user experience improvement opportunities
5. Design, develop and implement performance metrics and dashboards
6. Document and design the end user journey, identifying service improvement opportunities
7. Build and deploy end user communications to drive technology and process adoption
8. Develop business cases including investment, return and benefit for tooling, process and training
9. Present analysis of volumes, identified trends and action items
10. Participate in regular workshops to identify improvement opportunities
11. Drive best practice tooling, process and functionality aligned to industry best practice offerings
12. Collaborate with IT teams including service owners, process/knowledge teams and facilitate best practice adoption
13. Identification of automation opportunities and collaboration with engineering teams to assess, design and implement
What You Will Bring
14. Organisation change management experience.
15. ITIL exposure and experience.
16. IT service management experience across the incident, problem and change process.
17. Customer satisfaction champion. In-depth knowledge of influences and improvement opportunities.
18. SLA and KPI management and the relationship to the user experience.
19. Automation platforms including Power Platform, RPA and ITSM integration.
20. Process ownership and improvement.
21. Management of the end user journey and IT contact channel improvements.
Desirable:
22. ITIL Foundation V3 certification.
23. Experience level agreement implementation.
24. Power BI understanding and experience.
#B2#LI-Remote#LI-JP1 Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. What's Great About Sophos? · Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit· Employee-led diversity and inclusion networks that build community and provide education and advocacy· Annual charity and fundraising initiatives and volunteer days for employees to support local communities· Global employee sustainability initiatives to reduce our environmental footprint· Global fitness and trivia competitions to keep our bodies and minds sharp· Global wellbeing days for employees to relax and recharge · Monthly wellbeing webinars and training to support employee health and wellbeing