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About the role
Key responsibilities & impact- Serve as an escalation point for complex support issues requiring technical investigation, workflow analysis, or cross-functional collaboration
- Perform root cause analysis on recurring issues and identify opportunities to improve employee experience
- Provide technical guidance, coaching, and support across workplace technologies
- Design, build, support, and optimize automations, integrations, workflows, dashboards, AI solutions, agents, and other technologies that improve productivity and reduce friction
- Evaluate emerging technologies and identify opportunities to enhance employee experiences
- Monitor solution performance and continuously improve effectiveness, usability, adoption, and operational health
- Support the adoption and use of AI technologies, copilots, agents, and intelligent automation solutions
- Help employees identify opportunities to leverage AI within their daily work
- Design and support AI-powered solutions through configuration, integrations, permissions, monitoring, and continuous optimization
- Partner with governance, security, and platform teams to ensure solutions align with organizational standards
- Partner with Transformation & Enablement teams to support technology rollouts, pilots, demos, training sessions, office hours, and hypercare activities
- Provide technical expertise during adoption initiatives and platform launches
- Gather employee feedback and translate insights into solution improvements, backlog items, and roadmap recommendations
- Support enterprise productivity, collaboration, automation, and employee experience platforms
- Assist with integrations, identity and access management, monitoring, operational support, and platform lifecycle management
- Collaborate with security, privacy, and governance stakeholders to support safe and scalable technology adoption
- Act as the voice of the employee by identifying friction points and improvement opportunities
- Partner with Engineering, Product, Support, and business teams to drive employee-centric improvements
- Build feedback loops that continuously improve workplace technology experiences and platform evolution
Requirements
What you’ll need- 4+ years of experience in IT support, platform administration, digital workplace technologies, automation, employee enablement, or technology consulting
- Strong troubleshooting, incident management, escalation handling, and root cause analysis skills
- Experience building automations, integrations, APIs, workflows, agents, or low-code/no-code solutions (e.g., Power Automate, Power Apps, Microsoft Graph, Codex)
- Foundation in AI technologies and intelligent automation (e.g., Microsoft Copilot, Copilot Studio, Rovo, ChatGPT)
- Experience supporting enterprise productivity, collaboration, service management, and knowledge management platforms (e.g., Microsoft 365, Atlassian Suite)
- Understanding of identity, access management, security, governance, and compliance concepts (e.g., Entra ID, Okta, Microsoft Purview, application registrations, delegated permissions, external sharing)
- Ability to evaluate, deploy, support, and continuously improve technology solutions while balancing employee experience, business outcomes, and organizational standards
- Strong communication and presentation skills with the ability to engage technical and non-technical audiences at all levels of the organization
- Experience facilitating demos, workshops, office hours, training sessions, rollout activities, or hypercare support
- High learning agility with a passion for emerging technologies, AI, automation, and continuous improvement
- Comfortable operating in a fast-paced environment where experimentation, innovation, and cross-functional collaboration are encouraged
Benefits
Comp & perks- comprehensive medical, vision, dental, and life insurance
- AD&D insurance
- short-term and long-term disability insurance
- sleep care management
- RRSP
- Employee Stock Purchase Plan (ESPP)
- Employee Assistance Program (EAP)
- tuition assistance
- Flexible Time Off (FTO)
- 11 paid holidays plus 3 floating days
- 14 weeks of primary caregiver leave or 2 weeks of secondary caregiver leave
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
TroubleshootingIncident ManagementRoot Cause AnalysisAutomation DevelopmentIntegration DevelopmentAPIsWorkflowsLow-Code/No-Code SolutionsAI Solutions DesignPerformance Monitoring
Soft Skills
Strong CommunicationPresentation SkillsFacilitationCollaborationLearning Agility