Duckcreek Technologies - End User Experience & Engineering Analyst II - MS Intune

Description:

The End User Experience & Engineering (EUX) Analyst II is an individual contributor role within the EUX team at Duck Creek Technologies. This role is responsible for researching, developing, implementing, and operationalizing solutions that improve reliability, security, standardization, and usability across the end‑user computing environment globally. The Analyst II partners closely with Enterprise IT groups (including End User Support, Security, Identity, and Infrastructure) to plan, build, document, and support modern end‑user services such as device provisioning, endpoint configuration, collaboration tools, identity‑driven access, and client security controls. The position requires strong technical depth, ownership of defined workstreams, an ability to translate pain points into sustainable solutions, and a consistent focus on high‑quality end‑user experience.

Job Functions & Responsibilities :

• Assist with research, design, and implementation of improvements to the end‑user computing environment (Windows, macOS, mobile, collaboration tooling, identity‑driven access, endpoint security, provisioning, and related services) in alignment with EUX strategy.
• Own portions of defined EUX workstreams or initiatives (for example: Autopilot / Zero Touch provisioning, mobile device management, Conditional Access experience tuning, etc.), including execution, operational readiness, and handoff to support teams.
• Build, refine, and maintain configuration, policy, and automation for platforms such as Microsoft Intune, Jamf, Windows Autopilot, and related endpoint and identity management services.
• Develop, maintain, and iterate on scripts, automations, and runbooks (e.g., PowerShell or bash scripting) to improve consistency, reduce manual effort, and eliminate repeatable pain points for end users and support teams.
• Perform advanced troubleshooting and root cause analysis for issues related to EUX‑owned or EUX‑influenced services, including escalations from End User Support and other IT teams.
• Contribute to security enforcement at the endpoint and access layers (for example: MFA behavior, device compliance posture, app registration hygiene, local admin controls, data protection on laptops and mobile devices) while balancing usability and business impact.
• Document solutions, standards, procedures, and operational expectations so that End User Support and other delivery teams can successfully support and sustain EUX‑managed capabilities.
• Provide structured knowledge transfer, cross‑training, and guidance to End User Support, ensuring that new or changed solutions are adopted without creating single points of failure.
• Participate in evaluation, pilot, and rollout planning for new capabilities, including impact assessment, change readiness, communication needs, and adoption considerations.
• Monitor, interpret, and report on metrics, telemetry, or usage patterns for EUX‑owned solutions to identify friction, stability issues, security gaps, or opportunities to retire legacy tooling.
• Ensure EUX solutions and recommendations align with corporate technology standards, security policies, identity governance requirements, regulatory expectations, and licensing strategies.
• Perform other duties as assigned that support the mission, vision, values, and objectives of Duck Creek Technologies and the End User Experience & Engineering function.

Competencies :

• Communication: Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
• Collaboration: Work effectively in teams, build positive relationships, and contribute to achieving common goals; includes the ability to recognize and incorporate a broad range of diverse perspectives.
• Problem Solving: Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions.
• Accountability: Willingness to accept responsibility for your actions and work; ability to set and achieve meaningful outcomes for oneself.
• Adaptability: Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued.
• Integrity: Conducts themselves with integrity and professionalism, understands and models our core values, and is obsessed with doing the right thing; incorporates this mindset in how they behave, in the products or services they provide, and how they treat others.
• Cultural Agility: Ability to effectively and comfortably adapt to different cultural contexts. It involves the capacity to understand, communicate, and interact with people from diverse cultural backgrounds in a respectful and inclusive manner.

Required :

• Bachelors degree in information technology, Computer Science, Cybersecurity, Engineering, or a related discipline; or equivalent practical experience in an enterprise IT environment.
• At least 2 years of progressive experience in end‑user computing, endpoint engineering, identity‑centric client access, endpoint security, collaboration platforms, or related IT functions.
• Demonstrated experience with at least one modern endpoint management / provisioning / configuration platform (for example, Microsoft Intune, Windows Autopilot, Jamf, Azure AD / Entra device management, or equivalent).
• Hands‑on experience with scripting or task automation (e.g., PowerShell, shell scripting) used to standardize or troubleshoot end‑user environments.
• Experience supporting and troubleshooting Windows and/or macOS in a corporate environment.
• Experience with identity providers (Entra, Okta, or equivalent).

Preferred :

• Experience planning and executing controlled rollouts or pilots of new end‑user‑facing capabilities in a production environment.
• Exposure to Conditional Access, MFA enforcement patterns, device compliance posture, identity lifecycle concepts, and/or endpoint security tooling.
• Experience contributing to technical documentation, runbooks, or knowledge transfer materials for support teams.
• Familiarity with collaboration and productivity platforms such as Microsoft 365, Teams, and related services across multiple operating systems and device types.
• Professional certifications (e.g., Microsoft 365, Intune, Jamf, Azure/Entra ID) or demonstrable equivalent skill sets.
• Understanding or experience with cloud Infrastructure components (Azure, AWS, etc.).

Knowledge, Skills & Abilities :

• Ability to translate end‑user friction, support trends, and security requirements into actionable technical changes that improve stability, security, and usability.
• Working knowledge of Windows 11, macOS, Microsoft 365 services, and common enterprise endpoint controls (provisioning, compliance, application deployment, updates, user access).
• Working knowledge of modern identity concepts affecting the user experience (SSO, MFA prompts, Conditional Access behavior, device compliance, local admin rights, passwordless direction).
• Ability to create, adapt, and safely run scripts or automations (for example, PowerShell) to collect data, remediate issues at scale, or streamline repetitive tasks.
• Strong troubleshooting ability across layers (device, profile/policy, identity, application, network dependency) with a focus on finding root cause and preventing repeat incidents.
• Ability to produce clear, accurate, support‑ready documentation, including step‑by‑step procedures, FAQs, escalation paths, and operational expectations.
• Ability to work in structured partnership with Security, Identity/IAM, End User Support, Infrastructure, and Networking, treating EUX as an enablement function rather than a break/fix help desk.
• Awareness of endpoint security practices (privilege reduction, device compliance, data protection, patching posture, secure configuration baselines) and how these controls affect end‑user experience.
• Ability to participate in controlled change: planning rollout steps, anticipating impact, and preparing downstream teams before changes are enforced broadly.
• Strong organization and follow‑through, including tracking assigned workstreams to closure and following defined processes for maintenance windows, testing, and approvals.
• Professional, direct, and consistent communication style suitable for global stakeholders, including non‑technical audiences.
• Ability to operate with limited supervision on defined areas of ownership, elevate appropriately, and ask for alignment when work crosses functional boundaries or has user impact.
• Ability to maintain composure and urgency when dealing with user‑facing incidents affecting productivity, while still adhering to documented process and security expectations.
• Commitment to maintaining secure‑by‑default design, standardization, and reduction of one‑off exceptions, in support of scalability and auditability.
• Commitment to acting in alignment with Duck Creek Technologies mission, vision, values, and operating principles.

Other Requirements :

• Travel : 0 – 25 %
• Work Authorization : Legally authorized to work in the country of the job location.