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Microsoft Corporation Premier Field Engineer - CTJ in Redmond, Washington

Microsoft Services helps our government customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a team of exceptional people who deliver best-in-class services with partners while earning customer confidence and trust. We are dedicated to improving the overall customer experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement.

Responsibilities

Are you a continuous learner with a fervent desire to help guide us with a growth mindset? A great teammate focused on digital transformation? If so, our team is seeking a PFE specializing in SCSM who has embraced the future. Knowing that you have and desire to accept greater challenge, accomplish tasks through others and overcome our customer’s greatest challenges, we desire your deep understanding and ability to deliver timely and creative incident resolution focused on root cause analysis, prevention, and subsequent knowledge transfer. In this customer facing role, you will partner with the Account Delivery team and other engineers to engage technology decision makers striving to understand their challenges and creatively achieve their greatest objectives.

Built upon proven performance relative to your level, as a PFE, you will work with Microsoft's partners and US Government Customers where your contributions will empower our customers to achieve the most from their investment in Microsoft technology and our team. We look to you to...

Utilize knowledge of the customer environment to resolve issues in a timely manner

Handle blocking issues and cases, ensuring the most effective resolution of all issues

Develop and implement support strategies resulting in fewer incidents, increased availability, or accelerated deployments

Effectively lead critical situations including documented action plans and daily status updates for the customer and Microsoft management

Develop a working relationship with Microsoft Consulting Services (MCS) and other PFE team members ensuring enhanced cooperation and mutual support

Initiate and participate in triage and post-incident meetings sharing knowledge with other engineers and efficiently resolving customer problems

Assist in the delivery of supportability reviews to your customers

Qualifications

Required:

A technical degree or equivalent work experience and 4 plus years of experience in an Enterprise technical support environment with demonstrated knowledge in:

System Center Service Manager

System Center Orchestrator

ITIL process

IT service desk processes including incident management, service request, problem resolution, change control, release management knowledge management, automated configuration management, asset lifecycle management and self-service

Integrating with data sources, e.g. System Center Configuration Manager, Active Directory, SharePoint, SQL Server and Oracle Databases,

System Center Service Manager underlying database schemas and workflows

IIS and HTML5 Self-Service Portal

Service Manager Data Warehouse functions and troubleshooting experience, e.g. latency and job synchronization

A Plus if You Have Knowledge In:

Service Desk, Change Management, and Service Request Fulfillment teams to incorporate ITIL foundations

Working with senior leaders and stakeholders to address People, Process, and Technology optimizations

Service Manager Authoring Tool

Automation techniques using System Center Orchestrator runbooks

Designing and delivering customer optimized Self-Service Portal Service Catalogs and Offerings

Standardization Strategy and Optimization, e.g. adhering to or establishing Organizational Naming Conventions

PowerShell, T-SQL query writing, System Center SQL Server Reporting (SSRS)

Power-BI Dashboard experience

Location(s):

Non-Location specific. However, Microsoft supports a wide array of government customers at various locations throughout the United States and sometimes abroad. The following list includes, but is not limited to, the most common locations. You are encouraged to apply and seek opportunities that may align to your current geography or areas of interest not already cited below.

Washington, D.C.

Baltimore, MD

Colorado Springs, CO

Montgomery, AL

Raleigh, NC

Saint Louis, MO

San Antonio, TX

San Diego, CA

Tampa, FL

Wichita, KS

Travel:

Travel is an integral part of this position. You should be willing to travel as is demanded by the needs of our customers and our business. This position requires approximately 25% overnight travel if you reside or are willing to relocate within commuting distance to the work. This position may require up to 75% overnight travel if you are not within commuting distance to the work.

Security Clearance:

You must be a U.S. Citizen and be able to obtain or have a U.S. Government security clearance at the level sought by our customers as required for the role. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.

Clearance Verification:

This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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