The DAW Technical Delivery Specialist is responsible for the technical delivery of a stable Digital Workplace Service for the Sales Department's +1000 end-user base. This role requires technical understanding of how digital devices & services are embedded in an enterprise context and what technical components need to work seamless together in order to support a Sales Department, incl. Telephony and Call Centre setup.
As a DAW Service Owner / Manager your main responsibilities will involve:
Serving as a primary technical communication and orchestration lead for Mobile Services between the different technical teams (Business Unit, Global Teams and external Service Providers) in order to define and process Change Request / Service Requests.
Serving as the L2/L3 Subject Matter Expert for all issues / incidents / problems concerning the DAW Service - This includes technical expertise as well as the ability to orchestrate different technical teams towards a solution.
Driving insights into our Customer Experiences within IT Services, and identifying discrete initiatives to transform our services to provide best in class and amazing end user experiences.
Orchestration of 3rd party suppliers operating the technology platform including collaboration with Application Development Services.
Interfacing with 1st, 2nd & 3rd line teams to ensure customer satisfaction.
Attending a 3rd line incident queue in our support system, analyzing, isolating and resolving customer issues.
Documentation of user handbooks, technical handbooks, knowledge base articles and working instructions for technical teams and the Service Desk.
Development of written policies and procedures for managing device configuration.
Planning and executing, according to the Release Plan, technology infusion and mobile device management technology upgrades.
Training of key users, IT support as well as 3rd party suppliers as required.
End-to-End responsibility for the technical aspects of the Digital Agent Workplace Services.
Your Skills and Experience
As a DAW Service Owner / Manager your skills and qualifications will ideally include:
Bachelor's degree (or equivalent) in Computer Science or equivalent
3 or more years of experience in related field or proven evidence of experience within an enterprise account
Proven experience in enterprise mobile device management, Mobile Platforms (Windows, iOS, Android)
Proven experience of Citrix Xenmobile, Airwatch, MobileIron, Intune, Firewalls, EMM and Microsoft SCCM technologies and all the latest mobile devices.
Network and Internet Security - Proficiency Level Intermediate
Knowledge of Telephony Infrastructure and Call Centre configurations is of advantage
Fluent Language skills in English and German is a must
Advanced knowledge of ITIL and IT Standards, Procedures & Policies
Advanced technical troubleshooting skills
Pleasant personality with strong teamwork & collaboration skills
Analytical & conceptual thinking
Planning & organizational skills
Who we are
Zurich is a strong brand - more than 1.4 million Swiss customers place their trust in our products and services. Our 53,000 employees worldwide form the basis of our success, helping our customers in 170 countries to understand and protect themselves from risk. In order to deliver our services, we offer our employees flexible working models and interesting opportunities for further training & development. As a Zurich employee, you benefit from a multitude of advantages as well as a strong culture, characterized by acceptance, diversity and team spirit.
At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.
Information for recruitment agencies
Zurich accepts no unsolicited applications from recruitment agencies for this position. We therefore request that recruitment agencies do not submit any candidate documents either via our employees or through our online career portal.
We refuse any responsibility for unsolicited applications as well as any associated fees. Thank you for your understanding.