Workplace Services Engineer at CNA

| Chicago, IL
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Job Summary
An individual contributor role within the Workplace Services area that focuses on communication and collaboration systems workplace services including desktop solutions collaboration technologies and enablement of secure remote working environments. This position works primarily through external partner Managed Service Provider(s) (MSPs) to ensure the secure and stable functions of CNA's Workplace Services including performance availability quality and adherence to CNA's standards. Responsible for the creation and communication of clear expectations and scope requirements that are provided to partner MSP(s) and CNA teams and that outcomes are achieved on schedule within budget and with high quality. May act as a point of contact for workplace solutions for CNA internally supporting the definition of business goals and measurements with the partner MSP(s) building and maintaining strong relationships and measuring / monitoring partner MSP(s) performance to drive continuous improvement.
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
  • Serves as a consultant and subject matter expert (SME) working with the Infrastructure services partner MSPs in specific areas including (but not limited to) Microsoft workplace technologies and implementations. Additionally apply expertise in technical and consulting knowledge to advise internal clients on accurate governance to ensure stability and to enable them to evolve environments to support changing business requirements.
  • Serves as a conduit between partner MSPs and internal stakeholders to ensure business goals and consistent continuously improved results are delivered working within the framework of the infrastructure partner MSP contract to define outcomes SLA's and proper unambiguous measurements for on-going infrastructure operations and projects that properly incentivize both CNA internal resources and the vendors to perform in CNA's best interest.
  • Delivers results creating value for the CNA brand customers and key internal stakeholders by ensuring reliable cost effective and optimized business solutions utilizing information technology infrastructure applications and tools.
  • Participates in the measurement and monitoring of partner MSPs performance and reviews outcomes to determine how to change them to continuously drive better results at lower costs and to co-develop capabilities with partner MSPs for the purposes of reducing costs improving processes and innovating services in the Workplace Services space.
  • Participates in troubleshooting performance or contractual problems and works cross-functionally with internal stakeholders at all levels and service providers to develop recommend and/or employ effective solutions.
  • Participates as required in collaborative efforts with other Infrastructure team members working with partner MSPs during major issues and day-to-day escalations.
  • Actively participates in the creation of established standards and controls and works to ensure others (CNA and partner MSP personnel) comply with these same standards and controls.
  • Keeps abreast of technological developments and helps to recommend and create Workplace services standards that empower CNA's business operations to execute initiatives at improved speed quality and cost.
  • Renews and increases professional and technical knowledge by attending educational workshops reviewing professional publications establishing personal networks participating in professional societies etc.

May perform additional duties as assigned.
Reporting Relationship
Typically Director or above
Skills Knowledge & Abilities
  • Solid knowledge of and experience with various technologies relevant to Workplace services including experience in Windows 10 Office 365 Teams Exchange SharePoint OneDrive and ideally Microsoft's Enterprise Mobility + Security (EM+S) suites as well as knowledge of other Technology service areas to ensure Technology alignment. Azure AD and PowerShell should be a hands-on skill or at a level capable of directing others.
  • Solid project management skills including Waterfall and Agile methodologies as well as the ability to organize and plan effectively to meet project goals.
  • Strong ability to effectively interact and communicate (written and verbal) with all levels of external partner MSPs and/or internal business partners within scope of responsibility team and/or matrix environment including offshore teams.
  • Proven solutioning experience on developing technical business and operations aspects in requirements gathering use-case scenarios and high-level architecture.
  • Prior experience managing external partner MSPs with a successful track record of building developing and managing service delivery and support teams.
  • Acts with a sense of urgency and accountability while achieving quality results and identifying and resolving problems and issues within the scope of responsibility.
  • Detail-orientation with proven analytical and problem-solving skills and the ability to effectively plan and support multiple projects and project teams.
  • Strategic thinker about business issues across product areas and industries
  • Ability to lead and provide mentorship to other Infrastructure vendor managers or teams.

Education & Experience
  • Bachelor's Degree in Computer Science Information Technology or related work experience.
  • Typically a minimum of seven years in Information Technology experience in Infrastructure Engineering or Operations Microsoft technologies consulting or Workplace services - preferably in a financial industry.
  • Experience in a business-facing Technology role or similar experience providing customer service for a Technology service.
  • Experience working with IT vendors and/or Managed Service Providers.
  • Applicable certifications preferred (Infrastructure and vendor management)

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What are CNA Perks + Benefits

CNA Benefits Overview

One of the many advantages of working at CNA is the benefits program we offer you and your eligible dependents,
beginning on the first day of your employment. The program features a variety of plans that provide health care
benefits, well-being, disability and survivor protection, and 401(k) savings, among others. Below are highlights
of the offerings.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Online course subscriptions available

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