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Senior IT Product Specialist - Desktop Performance

LocationOakland, California;

Requisition ID # 138641 

Job Category: Information Technology 

Job Level: Individual Contributor

Business Unit: Information Technology

Job Location: Oakland

Department Overview
The Client Experience team is part of the Digital Workspace in the Infrastructure and Cloud Services organization, responsible for the end user computing products and services enabling PG&E employees to conduct business in an efficient, affordable, and safe manner.  We are an organization dedicated to providing and supporting the technologies and tools to deliver a best-in-class user experience in the areas of productivity, collaboration, and “desktop” management.  This includes product vision, strategy, management, and support. Some of the technologies and capabilities we provide are endpoint management, virtual desktop environments, application packaging and delivery, Windows and MacOS lifecycle management, device provisioning, and full suite of Microsoft 365 services.


Position Summary

We are seeking a Senior IT Product Specialist - Desktop Performance teammate to join our team in Oakland, CA. This position will report to the User TechnologySupervisor.  This role requires a high degree of independence, ownership and responsibility.  The IT Product Specialist drives and is accountable for product strategy, vision, communication, and coordinates product development at a high level.  This IT Product Specialist currently supports and owns the product lifecycle for desktop performance and monitoring tools.  He/She acts as primary liaison between various departments, stakeholders, and business units to monitor, analyze and remediate performance and platform issues.  This role will need to focus on building partnerships and collaborating with others outside of the organization to improve the coworker productivity experience. 

This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. 


A reasonable salary range is:

Bay Area Minimum: $109,000
Bay Area Maximum: $175,000


&/OR


California Minimum: $104,000
California Maximum: $166,000


Job Responsibilities

  • Responsible for 3rd tier support for the Windows Operating System (drivers, software, etc.).
  • Monitor and remediate performance and platform health issues.
  • Provide health and performance insights as well as trend analysis utilizing various tools (Aternity, Endpoint Analytics, and etc.).
  • Customize the telemetry monitoring platform configurations for optimal customer requirements.
  • Analyze existing processes and develop strategies for modern device management while prioritizing end-user experience.
  • Engage coworkers to understand technical challenges based on pain points, trends and known issues.
  • Identify system problems and develop innovative solutions to improve process efficiency and stability.
  • Demonstrates knowledge of root cause analysis, continuous improvement/change management tools, and techniques.
  • Creates, customizes and maintains telemetry-based content while building new dashboards, scripts, automations and integrations.
  • Engage with cross functional teams and other technology initiatives and projects.
  • Develop and communicate product implementation plans and metrics.
  • Develop product messaging and change management materials for business leaders and end users.  
  • Develop supporting documentation and presentations for various audiences.
  • Practice and promote a safety culture.

Qualifications

Minimum:  

  • Associates Degree in Computer Science or job-related discipline or equivalent experience
  • 4 years job-related technical experience
  • 1 year experience with software, job-related

 Desired: 

  • BA/BS in Computer Science, Business, Engineering or equivalent work experience 
  • Master’s degree in business administration/engineering or equivalent experience 
  • 7+ years of software or system engineering experience
  • Excellent written and verbal communication and interpersonal skills
  • Technical knowledge of the following products: Configuration Manager OSD, Microsoft Intune, Autopilot, MDT Integration and end-point monitoring tools (Aternity, Endpoint Analytics, Lakeside, etc)
  • Deep understanding of Microsoft Windows Desktop technology
  • Experience with product release management lifecycle 
  • Maintains vendor relationships with strong understanding of product licensing
  • Collaborate effectively across functional teams  
  • Strong knowledge of common applications and security protocols
  • Excellent facilitation skills and leading teams to agreements
  • Experience with continuous integration and deployment technologies
  • Competency in planning and prioritizing work to meet commitments aligned with organizational goals
  • Knowledge of Agile principles, values, concepts, methods, best practices, and techniques as needed to perform at the job level
  • Ability to innovate and adopt new approaches, technologies and solutions working with various subject matter experts and leaders
  • Ability to communicate, present and influence effectively with senior leaders inside and outside of the department and line of business
  • Strong analytical and problem-solving skills
  • Able to work effectively in a team environment
  • Able to understand technical concepts and can develop ways to help others learn.
  • Ability to solve complex problems with innovative solutions
  • Ability to manage multiple priorities
  • Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve them
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  • Information Technology, Oakland, California, United StatesRemove