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Consulting Director
CNA Financial Corporation
Chicago, IL, United States
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Description
Job Summary
The Consulting Director, Workplace Services is a high level individual contributor role that leads the execution and management of daily End User Computing Engineering work in coordination with CNA’s infrastructure vendor. The position is an expert in various aspects of End User Computing Engineering and is responsible for designing and implementing End User Computing infrastructure solutions to support the overall business goals of CNA. The Director also manages projects (including external vendors) for end-to-end success as well as actively works with other CNA IT groups and vendors on optimal strategy, execution, management, oversight and outcomes.
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
1. Contributes and provides input into the strategy of the cloud engineering discipline.
Researches, evaluates, designs, tests and recommends the implementation of new or improved End User Computing solutions to integrate efficient and cost effective IT operations across CNA.
2. Works with infrastructure vendor to create monitoring tool standards, automate operational tasks and ensure robust reporting on overall End User Computing status and health.
3. Provides expert technical support to defines, create, document and test end user operating systems such as Windows and MacOS and ensures proper image maintenance as new features and versions are released.
4. Develops, maintains and publishes documentation standards and best practices to support end user computing lifecycle for desktops, laptops and mobile.
5. Effectively utilizes ServiceNow to enhance the change and incident management experience of end users.
6. Designs and engineers new end user computing technology including packaging, scripting, deployment, and image technologies, in partnership with CNA’s vendor partners.
7. Collaborates with IT service providers during major issues and day-to-day escalations as needed.
8. Provides project leadership to large and technically difficult End User Computing Engineering projects across CNA. Projects may often involve the integration of multiple end user systems and applications and may be cross functional. This role will also be accountable for the effectiveness, quality and timeliness of project design decisions and how easily the designs can be implemented.
9. Works with vendor management to help negotiate and / or provide detailed analysis to acquire favorable contractual agreements with IT vendor partners.
10. Ensures effective administration of, and compliance with, all internal CNA processes, procedures, and controls.
11. Keeps abreast of technological developments and applications and uses that information to proactively initiate enhancements to mitigate against future problems.
May perform additional duties as assigned.
Reporting Relationship
Typically reports to Assistant Vice President (AVP) or above.
Skills, Knowledge & Abilities
1. Expert knowledge of End User Computing technologies and of managing the security patching process with high degrees of coordination and communication.
2. Solid experience researching and consulting with key technology suppliers and industry experts to evaluate, select, install and configure End User Computing solutions.
3. Excellent project management skills and ability to organize and plan effectively to meet project goals.
4. Excellent interpersonal and communication skills and the ability to work effectively with peers, vendor partners, IT management and assigned subordinates.
5. Experience working with IT vendor partners to create standard images and to update those images with the latest application deployments, software versions and updates, including anti-virus, malware and other security tools.
6. Proven experience building strong relationships both inside and outside CNA. Collaborates with teams to drive towards win-win scenarios.
7. Successful track record in Infrastructure planning and budgeting and exposure to negotiating and determining appropriate outcomes with IT vendor partners.
8. Acts with a sense of urgency and accountability while achieving quality results.
9. Acts as a thought leader in researching and presenting innovative ways to solve complex infrastructure related issues, including working with IT vendor partners with root cause analysis and appropriate outcome attainment.
10. Excellent knowledge and experience with IT Service Management concepts including all disciplines within an ITIL framework.
Education and Experience:
• Bachelor’s Degree in Computer Science, Information Technology, or related work experience.
• Workplace/End User Computing Engineering background, with deep technical knowledge
• Typically a minimum of ten years in Information Technology experience utilizing End User Computing technologies — preferably in the insurance industry.
• Strong experience working with IT vendors and / or Managed Service Providers.
• Willingness and ability to lead and provide mentorship to other Infrastructure engineers.
• End User Computing Engineering certifications preferred.
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