Lead Executive Solutions Engineer

About the Opportunity

Job Summary

Information Technology Services is searching for an inquisitive, entrepreneurial, and relationship-minded individual to fill the role of Lead Executive Solutions Engineer. We are looking for an expert in digital transformation with a passion for understanding the 'people side' of business and applying tools that digitally transform the workplace. With a primary focus on supporting The Office of the President, these 'people-first' roles, within the digital university solutions team, will work directly with the President, their support staff, and other executive offices as required to provide exceptional solutions and support.

The ideal candidate will be passionate about streamlining work and supporting executives using technology. They must stay up to date on the latest platforms, tools, and developments in all of the following focuses:

• Process Digitization: Properly understanding a business need and applying tools like Microsoft 365 Power Suite, Qualtrics, ServiceNow, Miro, and others to modernize business process.
• Effective Electronic Collaboration: Properly using Microsoft Teams, Outlook, Miro, and other online collaboration tools to communicate.
• Digital Productivity Tools: Inserting digital productivity tools into everyday life to raise efficiency. Tools like Microsoft OneNote, Microsoft To Do, and others may be used for this.
• Event Management: Consulting and ensuring virtual events are setup for success. Liaise with AV managed service provider (and other vendors, where appropriate) to support AV/meetings/events.
• Audio-Visual (AV) Hardware: Maintaining, training, and supporting the President's Microsoft Teams Room conference and event spaces. Work with AV managed service provider when necessary to repair and maintain AV hardware in executive spaces.

The Digital University Solutions and Experience (DigU) team is a bridge between end-users (faculty, students, staff, and guests) and the back-end IT staff. We are looking for an engaging, empowering, and customer focused individual who is passionate about technology and can provide and support digital solutions specific to The Office of the President and other university leaders. This individual will need to be able to translate business process into technical specifications. They will help select the proper tools and either build out an 'out-of-box' (little to no custom development) solution that the President and support staff can use or efficiently hand off the project specifications to another IT team that can build a more complex solution. This individual will work closely with other parts of the DigU team to ensure solutions are properly documented and end-users are trained effectively on the selected tools and processes.

Being on the 'front line' between IT Services and The Office of the President, this individual will need to have strong collaboration, communication, hospitality, and customer service skills to successfully partner with members at the highest levels. The lead will take ownership of executive IT solutions engineering at the university and must ensure standards are set and adhered to by all IT staff that interact with senior leadership. The Lead Presidential Solutions Engineer may manage additional full-time staff members and/or student employees.

To ensure that essential services are provided to the university community, the employee may be required to work outside their regular working hours and university holidays. This role also involves scheduled on-call coverage, after hours support, and periodic off-site services for business partners at the executive level, including meetings, conferences, and events. This role will be primarily located on the Boston campus and in-person but may include occasional travel to other university locations of business both domestically and internationally.

Regular working hours are 8 a.m. to 5 p.m. ET Monday to Friday on the Boston campus.

Minimum Qualifications

• 4-6 years of technical customer service experience with 2-4 years of experience supporting high profile users within a higher education or corporate environment.
• 1-2 years managing executive IT solutions staff.
• Experience offering executive administrative support to C-Suite executives beyond basic tech support.
• A reassuring demeanor that ensures customers remain calm and confident during high stress events.
• Deep understanding of ServiceNow.
• Advanced proficiency with the Microsoft 365 suite of tools - specifically Microsoft Teams, Office 365, To Do, Forms, and Outlook.
• Proficiency with the Microsoft 365 Power Suite (PowerAutomate, PowerBI, PowerApps, Excel).
• Understanding of business process automation.
• Expertise in consulting with end users and translating business needs to technical specifications.
• Experience working with other IT teams to scope out and design projects.
• Experience with AV hardware, specifically Microsoft Teams Room Systems.
• Experience running and managing AV systems for meetings and events such as board meetings, presentations, dinners, etc. Depending on the event, this may include using the room system during the event or contracting an AV vendor or events company to fulfill the need.
• Excited about solving problems and working through technical challenges.
• Willing to 'think outside the box' to string together various tools that create a unique, properly fitting, solution using our current toolset.
• Excellent customer service skills.
• Loves changes and welcomes variety and the flexibility to do things differently.
• The ability to set and achieve measurable goals for themself and others.
• Scrum/Agile project management experience preferred but not required.
• ITIL v4 or higher certification preferred but not required.

Key Responsibilities & Accountabilities

Executive Solutioning for The Office of the President

• Provide white-glove technology support to The Office of the President, primarily, and other executive leadership, as available and required.
• Support executive conferences, meetings, and events; provide expert knowledge and coordinate immediate resolution of issues within technology stack.
• Provide onsite evaluation of equipment for upgrades, warranty, and limited repairs on university owned equipment for Apple, Dell, Microsoft computers and Microsoft Teams Room components.
• Educate IT Teams and specialized teams across the organization on best practices and changing policies that impact support of the office.
• Design and implement new processes and troubleshooting best practices.

• Document all issues addressed and follow all appropriate procedures established by ITS Customer Experience to provide ongoing feedback on all issues.

Consultations

• Meet with executives and support staff to listen, observe, and understand their business.
• Demo tools and other solutions to help them grasp how they fit in to the work they do.
• Document needs and process.
• Meet with internal IT teams to learn more about services and potentially hand off work as needed.
• Train and hand off solutions as required.

Executive Meeting and Event Support

• Work with AV managed service provider to repair and maintain AV hardware in presidential spaces.
• Perform proactive checks of Teams collaboration systems and related technologies ensuring consistently high availability for all executive spaces.
• Discretely quality check and troubleshoot systems during and after meetings, if necessary, engaging AV vendors, as needed.
• Work with executive offices to plan technology and logistic needs for larger meetings and events.
• Run systems for meetings and events. This may include live adjustment of microphone levels, providing microphones to individuals, changing camera angles, setting up Teams or Zoom for the event, and setting up confidence monitors.
• Engage with and contract AV vendors to run larger events and meetings, as needed.
• Provide feedback to executive teams on how to better utilize technology in meetings and events.
• Discuss and recommend upgrades of systems, as needed.

Executive Solutions Engineering Leadership

• Set and maintain standards used by Executive Solutions Engineers.
• Manage operations of IT staff that handle interactions with executives.
• Monitor feedback given by executives on the quality of support given.

Position Type

Information Technology

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.


To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Lead-Executive-Solutions-Engineer_R120886







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