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IT Product Specialist, Senior - Location Flexible

LocationOakland, California;

Requisition ID # 138331 

Job Category: Information Technology 

Job Level: Individual Contributor

Business Unit: Information Technology

Job Location: Oakland

Department Overview

PG&E’s Information Technology (IT) organization is a unified organization comprised of various departments which collaborate effectively to deliver high quality technology solutions.  

The Digital Workplace Team, part of the Infrastructure and Cloud Services organization, helps enable joy at work through the delivery of devices, collaboration platforms, and support services designed to empower our coworker's productivity through reliability, quality and speed of response. ​

Position Summary

The IT Product Specialist, Senior / Virtual Desktop Infrastructure (VDI) Administrator’s role is to ensure the stability, integrity, and efficient operation of the existing on-premise VDI environments. This is achieved by monitoring, maintaining and supporting all 75+ VxRail nodes as well as over 4000+ end users' sessions within the environment. The VDI Administrator will apply proven communication, analytical, and problem-solving skills to help identify and resolve issues in order to best serve customers.

This role will support the expected forecast of planned on-premise VDI infrastructure lifecycle, deploying emerging VDI capabilities and support day to day operational needs. Position requires dynamic LOB support and collaboration. Resource also participates in team brainstorming/ troubleshooting sessions as well as an on-call rotation schedule.

Major responsibilities include collaborating with key stakeholders in the selection process, developing detailed system designs from requirements, contract management, vendor management, capacity management, contributing to future direction and roadmaps, escalated support and product consulting, and documentation.

This position is hybrid, working from your remote office and your assigned location based on business need.

Assigned work location will be within PG&E Service Territory. 

Job Responsibilities

  • Demonstrates full technical competence within VDI virtualization technologies and strong understanding of areas including computing, security and networking.
  • Create and manage multiple configurations of virtual machines using strong knowledge of vSphere and the VMware stack.
  • Contributes to the continuous VDI product lifecycle from research, planning and implementation to retirement. Experience administering VMWare ESXi 7+, installing and configuring hardware associated with VMware virtualization technologies.
  • Manages VDI hardware at multiple technology versions and their associated operating systems and installed applications.  Maintain systems versioning and assist with vulnerability management for compliance.
  • Administration of the desktop images for VDI, patching, application installations, publishing new desktop pools, publishing new applications. Troubleshooting desktop issues related to VDI, application and user profile issues, performance issues
  • Partners with other product teams to deliver feedback on existing products and introduce products for future programs.
  • Ability to innovate and adopt new approaches, technologies and solutions working with various subject matter experts and leaders
  • Develops implementation plans, metrics and operational support to introduce new capabilities within virtualization technologies.
  • Be able to provide accurate project timelines, labor and materials cost estimates to the project
  • Works with projects to determine the best use of existing virtualization technologies and accurately forecast capacity and demand alignment for resource allocation
  • Performs contract management and be responsible for understanding and complying with the product’s existing maintenance contracts and/or licenses.
  • Defines and launch minimum viable products, adding key features/requirements incrementally.
  • Assists with processing Help Desk escalation requests in solving various end user issues.
  • Provides direction and facilitates with support teams and vendors for problem management and vulnerability remediation.
  • Acts as primary liaison between various departments, stakeholders, and business partners for VDI environments and technology.
  • Demonstrates knowledge of root cause analysis, continuous improvement/change management tools, and techniques.
  • Maintains vendor relationships, strong understanding of product licensing and participating in Business Review meetings.
  • Understands the industry’s virtualization product positioning, the product’s key benefits, and the product’s targeted users.
  • Collaborates with other peer IT Product Specialists across various technologies to ensure smooth and reliable operation of the environment.
  • Communicates (oral and written) recommendations and findings to senior leaders and business end-users.
  • Identifies the appropriate customer audience, their preferred communication channels, and feedback collection.
  • Develops messaging and change management material for business leaders and end users.
  • Owns, manages and prioritizes a list of new and backlog items with regular refinement sessions.
  • Organizes, produces, and reports on the progress of ongoing testing, trials, and evaluation of new products and services.
  • Develops and documents detailed technical knowledge of the configuration, operation, and diagnostic of products while maintaining familiarity with competing products.
  • Available to support 24/7 on-call rotation work at least one week every month.
  • Contributes to a variety of documentation such as strategies, plans, designs, usage or configuration standards, policies, guidelines, user requirements, roadmaps, reports, metrics, process manuals, configuration manuals, and other documentation specific and necessary for the targeted product or service.
  • Practice and promote a safety culture.

Qualifications

Minimum:

  • Associates Degree in Computer Science or job-related discipline or equivalent experience
  • Job-related technical experience, 4 years

Desired:

  • Bachelors Degree in Computer Science or job-related discipline or equivalent experience
  • Job-related technical experience, 6 years
  • Utility industry experience, regulated
  • Experience deploying and managing virtualization technologies integrated with the commercial cloud (Citrix, Azure, AWS, etc.).
  • Understanding of NSX networking, vSAN and stretch clusters technologies.
  • Develops tools, scripts and frameworks of moderate complexity that drive efficiency in automation and management of current environments.
  • Strong knowledge of common application and security protocols
  • Knowledge of GPOs and how they interact with Citrix/VMware policies.  Implement and support Citrix policies through Citrix Studio. 
  • Working knowledge of Citrix Director and Workspace to provide end user support, pull reports and maintain environment health.
  • Knowledge of remote gateway solutions such as F5 technology
  • Recognizes and prioritizes product work based on customer needs, product feedback, industry trends, aligning to technical and organizational strategy, and understanding current and future requirements.
  • Excellent written and verbal communication and interpersonal skills
  • Strong analytical and problem-solving skills
  • Collaborates effectively across functional teams
  • Knowledge of Agile principles, values, concepts, methods, best practices, and techniques as needed to perform at the job level
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  • Information Technology, Oakland, California, United StatesRemove