Job Description

Job Purpose:

To support the operational management, administration, and continuous improvement of the Microsoft 365 technology stack and end-user technologies. This role ensures a seamless, secure, and productive digital workplace experience by managing day-to-day services, supporting deployments, and resolving issues. The role contributes to the organisation’s digital transformation strategy by enabling user productivity, collaboration, and technology adoption.

Job Context:

The Global IT Digital Workplace Specialist reports to the Global IT Digital Workplace Team Leader and works closely with the Digital Workplace Architect and support teams. Operating within the global IT function, the role focuses on the Microsoft 365 services and end-user technologies, supporting a diverse and geographically distributed user base. The role is instrumental in ensuring the effective delivery and support of digital workplace services aligned with business needs.

Job Dimensions:

• Daily operational support and administration of Microsoft 365
• End-user technology deployment and lifecycle management
• Collaboration with global IT teams and business stakeholders
• Influence on user experience, adoption, and satisfaction
• Support for compliance, governance, and security policies

Job Accountabilities:

• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Viva, and Yammer.
• Manage Teams Telephony and Meeting Room technologies, including Direct Routing, devices, and user policies.
• Provide day-to-day support for end-user technologies, including imaging, provisioning, deployment, and decommissioning of devices.
• Collaborate with the Digital Workplace Architect and support teams to resolve complex M365-related issues.
• Monitor service performance using tools such as Microsoft Experience Insights and Endpoint Analytics.
• Support user onboarding, training, and adoption initiatives to enhance digital maturity across the business.
• Implement and maintain governance policies for M365 services, including naming conventions, group lifecycle, and data classification.
• Enable automation and integration using Power Platform tools such as Power Automate, Power Apps, and Power BI.
• Support compliance and records management in collaboration with Legal and Information Governance teams.
• Track and manage M365 roadmap changes and feature rollouts, ensuring readiness and communication.
• Utilise M365 Admin Center and related tools to monitor usage, performance, and user satisfaction.
• Promote user-centric service design by gathering feedback and continuously improving digital workplace tools.

Behavioral Competencies:

• Communicates Effectively- Tailors communication to technical and non-technical audiences, supporting adoption and training.
• Customer Focus- Prioritises user experience and satisfaction through proactive support and service design.
• Action Oriented- Takes initiative to resolve issues, improve services, and support digital maturity.
• Nimble Learning- Adapts quickly to new technologies, features, and evolving business needs.
• Instils Trust- Builds credibility through consistent delivery, transparency, and collaboration.

Minimum Skills, Qualifications and Experience:

• Experience in an IT End-User Service or Desktop Services role across dispersed geographic locations (3yrs +)
• ITIL v4 Foundation certification
• Microsoft 365 Expertise, proficient in Exchange Online, Teams, SharePoint, OneDrive, Viva, and Yammer.
• Teams Telephony & Meeting Rooms, familiarity with Direct Routing, device management, policies, and user experience optimisation.
• Endpoint Management Skills (e.g. Intune, SCCM, Group Policy, and configuration baselines for Windows, macOS, iOS, and Android)
• Device Lifecycle Management experience with imaging, provisioning (Autopilot), deployment, and decommissioning of user devices.
• Basic knowledge of Power Automate, Power Apps, Power BI, and Power Virtual Agents for automation and integration.
• Understanding of M365 governance policies, naming conventions, data classification, retention, and DLP.
• Familiarity with Microsoft licensing structures (E1, E3, E5) and their practical applications.
• Basic understanding of modern authentication, identity, and access management solutions.
• Ability to use Microsoft Experience Insights, Endpoint Analytics, and M365 Admin Centre for performance tracking.
• Awareness of workplace security controls including MFA, endpoint protection, and data loss prevention.
• Project coordination and delivery experience.
• Experienced in BYOD and MDM deployment and support.
• Working knowledge of Information Security, Cyber Security, and Risk Management fundamentals

Desirable Skills, Qualifications, and Experience:

• Degree in an IT related subject
• Formal Project Management certification (e.g. PRINCE2; Agile)
• Professional certifications such as Microsoft 365 Certified: Enterprise Administrator Expert.
• IT Service Design and Transition Experience
• Copilot/AI tooling (Oversee roll-out, governance, and adoption of AI features within M365)
• Knowledge of Device lifecycle management (Imaging, provisioning (Autopilot), deployment, decommissioning)
• M365 Governance & Life-cycle Management (Policies for Teams/SharePoint sites, naming conventions, group expiry, data classification).

Responsibilities:

1) User Support: Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.

2) Data Management: Help others get the most out of data management systems by providing support and advice.

3) Client & Customer Management (Internal): Help manage internal clients by carrying out standard activities and providing support to others.

4) Administration: Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.

5) Faults Diagnosis and Correction: Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.

6) Documentation and Backup: Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.

7) Knowledge Management System: Use the knowledge management system to access specific information.

8) Operational Compliance: Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

9) Work Scheduling and Allocation: Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

10) Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Educational Requirements: Post-Secondary Non-Tertiary Education

General Experience Requirement: Sound experience and understanding of straightforward procedures or systems (7 to 12 months)

Managerial Experience Requirement: Very limited (0 to 3 months)

Lucy Electric is an international leader in intelligent secondary power distribution products and solutions, with features such as remote operation and monitoring. Linking energy generation to consumption, the business specialises in high-performance medium and low-voltage switchgear for utility, industrial and commercial applications.