IT Engineer, User Services Computing

Genentech - South San Francisco, CA4.1

Full-timeEstimated: $110,000 - $150,000 a year
The Position:
This role is responsible for proactively engineering, automating, implementing, streamlining, and improving technical solutions for members of our IT organization and user community. This position reports to the IT Manager of SSF Onsite Support and is based in South San Francisco, CA.

Act as a lead influencer of innovation, optimization, automation, and process improvement within the User Services organization and beyond
Use data & ingenuity to drive better service, products, and processes: Analyze, design, develop, document, and implement complex solutions for end user computing systems and apply emerging technologies & information to optimize performance
Demonstrate service and application ownership as necessary (especially for the New Workspace Environment)
Lead digital experience management efforts & oversee aspects of corresponding data collection software(s)
Follow project management methodologies (in terms of delivery/support of projects)
Update and improve existing support procedures within End User services
Proactively identify, investigate and resolve technical incidents and problems
Develop and test customized solutions to meet specific business needs
Proactively incorporate technologies, capabilities, and offerings into strategies, plans, programs and other offerings
Evaluate, analyze, scope, recommend, maintain, and support platforms and applications that help usher users toward increased self-service
Suggest, lead, and contribute to innovative solutions, proof of concepts, and new support channels
Support LT members & key stakeholders in developing and implementing an aligned vision for User Services
Introduce, and contribute to, longer-range strategies, objectives, and plans
Create and maintain a seamless end-user experience while overseeing multiple projects and recurring work to ensure maximum productivity and success
Provide tier-3 operational and engineering support, guidance, and expertise for projects and initiatives
Develop technical solutions to a wide range of difficult problems - solutions should be imaginative, thorough, practicable, and consistent with organizational objectives.
Act as a point of escalation for the SSF Onsite Support Team
RCA (Root Cause Analysis) & data/trend investigation
Participate in various projects and deliver assigned milestones (including LSA work)
Prioritize, plan, and report back on the status of projects
Take the lead and represent departmental interests on project teams
Provide exceptional customer service to customers, vendors, and key stakeholders
Influence key decisions within areas of expertise
Establish a collaborative network of resources (within and beyond User Services)
Mentor, train, and develop peers & junior technicians within the organization
Assist with pilot and platform testing, deployments, and configurations
Adhere to incident management, request fulfillment, and knowledge management processes while meeting/exceeding all established KPIs, SLAs, and metric requirements

Minimum 4+ years of experience as an End User Computing/Automation Engineer and 2+ years in a Desktop Support / technical troubleshooting role
Bachelor’s Degree in a relevant field preferred. Advanced degree is a plus.
Experience with Machine Learning & Artificial Intelligence is a plus
Detailed understanding of, and expert experience with: data analysis, digital experience management, deployments, cloud-based platforms, information security, SCCM, desktop infrastructure, software packaging and distribution, patch management, digital workplace environments, etc.
Has acted as the technical lead for multiple implementations, upgrades, deployments and/or migrations & has experience supporting virtual environments
Comprehensive understanding of Active Directory & Group Policy Management
Advanced technical experience supporting Windows OS, Macintosh OSX, mobility platforms, UNIX, Google suite of products (gMail, gCalendar, gDrive, etc.) and network concepts and troubleshooting tools (TCP/IP, remote access solutions, network file shares, tracert, netstat, etc.).
MCITP, MCDST, ACSP, A+ and other relevant Certifications preferred.
Well-versed in ITIL core processes: Incident Management (IM), Request Management (RM), and Knowledge Management (KM)
Experience with Service Now is a plus
Advanced knowledge of Linux, PowerShell scripting, queries and reporting, VMWare, and Citrix is a plus
Business travel may occasionally be required
Strategic agility – link individual accountabilities with the mission of the organization; focus on activities that add the most value
Able to represent manager in meetings and make decisions related to areas of subject matter expertise
Outstanding customer service and interpersonal skills.
Communicates clearly with technical and non-technical audiences, both verbally and written.
Strong organizational and multi-tasking skills, along with the ability to prioritize tasks among many competing requests.
Professional attitude and demeanor.
Understanding of Genentech-supported operating systems, devices and applications
Strong analytical skills for effective troubleshooting and problem solving
Expertise in numerous technologies
Able to organize and frame appropriate timelines to meet delivery goals
Ability to work in a team environment or independently / autonomously