Job Abstract

What success looks like in this role:

All: • Ensures high levels of client satisfaction for the products/solutions supported. Addresses all questions regarding the installation, configuration and customization within the areas of domain expertise. • Responds to escalated problems in a timely and accurate manner and ensures that Service Level Agreements are met. • On specific situations or at the request of management may resolve escalated support issues as required. • May work on billable engagements as required to meet current client requirements. May supervise a team of Systems Analysts. • May participate in selling and promoting additional services or solutions with sales team. • Escalates product issues to Unisys Management when unable to resolve them. Identifies, documents and estimates (costs/revenue) opportunities for add-on services • Attempts to reproduce reported problems, identifies, and provides immediate workarounds to overcome problems Documents resolutions to reported problems. • Identifies product and documentation deficiencies and makes suggestions for improvement. Works with clients to define requirements for enhancement requests. • Manages the qualification and assessment of client expectations. • Acts as a subject-matter expert in more than one Capability Maturity Model Integration (CMMi) Process Areas. • Applies CMMi compliant best practices and promoting continuous process improvement. • May manage the design and implementation of CMMi-compliant processes and process improvements. • Acts as technical and business domain subject-matter expert to other groups and to clients. Reviews applicable work products and activities. • Incumbents may produce the following artifacts: Support Requests (Contacts) Contacts Problem Reports (ClearQuest Defects, UCFs) Change Requests (ClearQuest Feature, New Feature Suggestions) W-Alerts White Papers and publish articles. Home Affairs (differences): • Ability to assist with system architecture design, • Design and Implement Windows MOE/SOE (Operating Systems) applications and services, • Work with Network teams on how sites and infrastructure are set up, • Assist with designing SQL and SCCM back up services, • Build and Implement Distribution Point server infrastructure across networks, • Packaging Applications to utilize Server Back Ends and appropriate Security Products, • Documentation in DocuWIKI and Service Management toolset, • Writing Operating procedures and Manuals in MS Word or PowerPoint, • Reporting in Excel through Systems Center Configuration Manager (SCCM, Microsoft)or Active Directory Queries, • Presenting MOE design to Departmental Client for Approval, • Presenting packaged applications to clients to complete User Acceptance Training, • Scripting and Coding, • Advanced Group Policy management (policy on systems) • Management of technical teams and staff training and coaching of lower level teams FOR EPO (End Point Operations - L3 support) • Experience in either one or multiple Workplace Services domains. • Collaboration tools, Systems Management - Software Distribution, Mobility Management, Image and Packaging, End Point Security and latest technologies.

You will be successful in this role if you have:

All except Home Affairs: • Requires a Bachelor’s Degree and a minimum of 10 years’ experience including relevant technical expertise •Is recognized as an expert in own area within the organization • Requires specialized depth and/or breadth of expertise • Interprets internal or external business issues and recommends solutions/best practices • Solves complex problems; takes a broad perspective to identify solutions • Works independently, with guidance in only the most complex situations Home Affiairs: • Minimum of 8 years’ IT experience, 1 year leadership experience. • 5 years experience preferred in managing and having knowledge of Microsoft Systems Centre Configuration Manager (SCCM) (out of the 8 years experience) • Microsoft PowerShell • Microsoft Application Virtualization (App-V) • iVanti Application Control • Symantec Anti-Virus and Endpoint Management • Microsoft Office (Word, Excel, PowerPoint, Access and Visio) • Windows 10 and Windows 7 • Security level clearance required FOR EPO: • Minimum of 10 years’ IT experience, 1 year leadership experience. 8 years’ experience preferred in managing and having knowledge of • Microsoft Systems Centre Configuration Manager (SCCM) (out of the 8 years’ experience) • Experience in either one or multiple Workplace Services domains. • Collaboration tools, Systems Management - Software Distribution, Mobility Management, Image and Packaging, End Point Security and latest technologies. • Experience in all Antivirus software and not only on Symantec

This role may require access to export-controlled commodities and technology.  Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.