Job Summary

Responsible for the maintenance and upkeep of the architecture used to manage CRS Windows, Mac, Android and iOS device fleets. Cross business and GKIM team collaboration for asset control (both hardware and software) and device management will be an integral component to the success of the collective End User Computing service tier.  The role will be responsible for providing direct operational support to ICT Field staff and Tier I/II technicians and serve as project resources for key functional deliverables under workstream line of responsibility.  The Analyst will work closely with the EUC Manager and Director of Global EUC & Support Services in advancement of short, medium and long-term strategies to enhance the user experience and future maturity of unified endpoint management tools/technologies.

Roles and Key Responsibilities

• Support EUC MDM profile of services and capabilities in alignment with Global Support Services functions.
• Maintain device & profile management requirements through ongoing operational activities and respond to incoming service/incident requests in accordance with established SLAs
• Maintain baseline configuration and compliance standards and level of manageability through established recurrent on-going data integrity activities
• Deploy OS and software related updates and patches based on established/documented procedures to all CRS owned global devices
• Develop pre-enrollment / auto-enrollment and/or pre-image / imaging procedures for device onboarding
• Provide technical guidance to project teams ensuring that new initiatives that have endpoint dependencies or configuration management needs are appropriately enabled
• Drive continual improvement to achieve and/or exceed service KPIs.
• Provide OS/Software/Patch deployment remediations, hardware maintenance/upgrades, and coordination of device Move/Add/Change
• Identifying opportunities for workflow automation and develop automation within the endpoint management platform to increase efficiencies and decrease delivery time
• Develop device standards and partner with Global Procurement on establishment of vendor agreements
• Support secure hardware disposal protocols
• Develop documentation and ensure it is continuously up to date, accessible, easy to use, and reduces single point of failures within the team, and makes the team more efficient
• Resolution of Tier III escalations
• Deliver on reporting requirements (KPI adherence, project specific)
• Stretch assignments as needed:  serve as PM for key functional initiatives
• Proactively support workstream maturity and investigation or feasibility of new or enhanced tooling / procedures.

Supervisory Responsibilities

No direct supervisor responsibility

Key Working Relationships:   Internal

• Reports to the Director I, Global EUC & Support Services.
• Works with EUC, ICT4D & Corporate Device Services Team.
• Works with the Director I, Data Protection, Information Security.
• Works with The Manager II, Global Infrastructure, Networking.
• Works with Manager I, HQ Deskside Support.
• Works with Regional ICT Managers and ICT Field Staff.
• Work with Global Service Desk

External

• Vendors relative to service portfolio

Basic Qualifications

• Bachelor’s degree in IT related field or equivalent experience.
• Minimum of 2 years’ experience in system configuration and administration.
• Mobile Device Management application (MD-Intune, AirWatch etc.) experience required.
• Demonstrated proficiency in advanced troubleshooting and support of hardware technologies including desktop, laptop, mobile devices
• Familiar with monitoring tools that help drive optimization opportunities
• Good understanding of end user devices (laptop, desktop, mobile) management & security.
• ITIL Foundation certification desirable.
• Microsoft Certified Systems Administrator desirable.
• Microsoft Certified Desktop Support Technician.
• Experience configuring solutions in support of M365 initiatives
• Operating Systems (Win11, macOS, iOS, Android)
• Good grasp of network, mobile, desktop and server technologies in use within CRS.
• Excellent verbal and written communication skills that can work closely with both technical and management teams across the organization.

Preferred Qualifications

• In-dept understanding of Digital Workplace Services technology environment.

Agency REDI Competencies (for all CRS Staff):

• Personal Accountability – Consistently takes responsibility for one’s own actions.
• Acts with Integrity – Consistently models values aligned with CRS Guiding Principles and mission.  Is considered honest.
• Builds and Maintains Trust – Shows consistency between words and actions.
• Collaborates with Others – Works effectively in intercultural and diverse teams.
• Open to Learn – Seeks out experiences that may change perspective or provide an opportunity to learn new things.

Agency Leadership Competencies:

• Lead Change – Continually looks for ways to improve the agency through a culture of agility, openness, and innovation.
• Develops and Recognizes Others – Builds the capacity of staff to reach their full potential and enhance team and agency performance.
• Strategic Mindset – Understands role in translating, communicating, and implementing agency strategy and team priorities.

What we offer

CRS offers a comprehensive benefits package including medical, dental, life insurance, vision, generous retirement savings plan and the opportunity to work in a collaborative, mission-driven culture that is committed to improving the lives of the poor throughout the world.

***Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.  

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.  

CRS’ talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation. 

 EOE/M/F/D/V – CRS is an Equal Opportunity Employer. (For all US and International positions)

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. Catholic Relief Services works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality.  Catholic Relief Services’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding.  We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to safeguarding children and vulnerable adults from abuse and exploitation.

CRS welcomes candidates from the countries and regions in which we work. In the event the successful candidate is an expatriate or global telecommuter, the anticipated duration of the assignment is informed by a term limit, based on the type and level of the job and the needs of the agency.

CRS is committed to safeguarding program participants, community members, staff and volunteers from all forms of exploitation and abuse.  The successful candidate is expected to sign and adhere to CRS´ Code of Conduct.

CRS talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people – especially children and vulnerable adults – to live free from abuse and harm.

Disclaimer:  This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position. 

CRS is an Equal Opportunity Employer.

General Requirements

CRS offers are contingent on the selected candidate’s ability to legally work where the position is to be performed. Every government has a unique set of work permit eligibility requirements.  All positions requiring residence or frequent travel outside a home country must undergo and clear a pre-employment medical clearance; some work permit processes require clearing a separate government administered medical examination.

CRS prioritizes candidates who are citizens/ permanent residents of the countries where we have CRS offices.