Supporting the effective and efficient delivery of a cloud-based Windows 10 workplace service, managed via Azure and Intune policies, to ~10000 users globally. The service will be enhanced in a number of ways by the project, and the consultant will support in delivering those enhancements. The consultant has a good technical knowledge of workplace services and Microsoft automation techniques, and is able to use this prior knowledge to deliver technical and process improvements to the existing Uniper service solutions. The project will be dynamic and may identify extra improvement and enhancement ideas as it runs. The consultant may be asked to deliver some or all of those new ideas. However, to start with, the project includes the following items in scope, which the consultant will be asked to deliver:
- Analyze service reporting data and implement a framework of improvement use-cases based on the results. Use-cases should be identified and a set of proposed improvement actions should be defined, e.g.
a. UC: Non-compliant device :
Template for user communication is available, including instruction how to achieve compliance,
Defined timeline of actions and steps to initiate based on possible user responses
b. Automation techniques should be used as much as possible in the delivery of the resultant actions
- Develop and Implement a hardware driver and BIOS update management policy for HP and Microsoft Surface devices
a. Objective is to implement 2 automated zero-touch solutions for a) Microsoft Surface and b) HP devices
b. Solution should install driver and BIOS updates without user or support personnel interaction, including automatic BitLocker suspension, in the background
c. Preference are vendor products to ensure strategic product support; solution have to fit to cloud-based Modern Management environment
d. Work package includes Solution Design, MVP development, Pilot testing and implementation with the existing software distribution system; communication to stakeholders
o Supporting the effective and efficient delivery of a legacy Windows 7 workplace service, managed via SCCM, to ~2000 users, mostly in Sweden. The consultant will provide technical knowledge and advise in the event that the local Sweden business has problems with their workplace solution. The consultant will regularly liaise with colleagues in Sweden IT and the running Windows10 migration project, analyze service reporting data from Sweden, identify service issues, recommend and implement service improvements to mitigate the identified issues.
Supporting the transition project responsible for migrating the remaining Windows 7 users to Windows 10. The consultant will use their expert workplace service knowledge to assist the project in resolving technical service or migration issues that the migration project identifies
Specific tasks may include (but are not limited to):
Ensuring good communication about service changes to users and other stakeholders. The consultant is expected to have experience to be able to recommend the most effective communication approach for each scenario, but examples are likely to include: writing user-guidance documents, writing Ping articles, writing emails, etc.. The consultant creates the various communication based on target audience and plan & coordinate the communication
Steer effective service delivery by outsource partners
Provide 3rd level support for raised queries & issues connected to Win 7 & 10
o Developing and implementing service improvements in line with standard processes and the agreed service activity backlog. The consultant evaluate the as is situation and will develop adjusted process flows he then will have to communicate and present to Uniper. The consultant will train the support teams accordingly. The consultant is expected to have experience to be able to recommend the most effective communication approach for each scenario, but training will most likely be via Teams/Skype meeting, via email, or via written documentation. The consultant create the training material.
Managing and maintaining the service backlog (held in Azure DevOps). The consultant will use their expertise to work on delivering some of the backlog items, as well as potentially defining new backlog items to deliver further service improvement opportunities that the consult has identified
Steer support teams to adhere to defined service standards
Monitor and coordinate deployment process as well as asset management tasks
Professionally consult with regards to problem management investigation and resolution
Create transparency with regard to aspects of service status by developing adequate reporting
Identify service inter-dependencies with other services and projects
Develop risk mitigation plans - apply accordingly in case of arising risks
General: The consultant will make day-to-day decisions within assigned work packages. For aspects that have a wider impact, e.g. communication to Uniper users, changes to a technical configuration - the consultant will make recommendations for how to proceed and the Uniper Service Owner will make the decision. The consultant will then develop the necessary materials etc. to deliver to the requirement. The consultant will work within the defined Uniper standard change process for any technical changes made.
The consultant will work independently on their assigned work packages, but overall project delivery (scope, prioritization, quality check, etc.) will be managed by the Uniper Service Owner.
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