IT Change & Adoption Engineer

About Us Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary The IT Change & Adoption Engineer will be responsible for driving experience improvements across the Sophos business. You will input and drive employee communications, champion best practice and adoption of process, tools and services, host virtual and onsite sessions with end users to enhance self-service enablement and improving the consumption of our key services including Zoom, Teams, Atlassian and our ITSM tooling.[RK1]  You will be responsible for assessing the impact of change to support continual transformation of services and drive a best-in-class experience, influencing our IT products and offerings.

What You Will Do

• Own relationships with internal and external resolving teams
• Host end user focus groups to gather key insights and actions
• End to end ownership of improvement actions related to IT service experience
• Develop and implement key metrics to identify user experience improvement opportunities
• Design, develop and implement performance metrics and dashboards
• Document and design the end user journey, identifying service improvement opportunities
• Build and deploy end user communications to drive technology and process adoption
• Develop business cases including investment, return and benefit for tooling, process and training
• Present analysis of volumes, identified trends and action items
• Participate in regular workshops to identify improvement opportunities
• Drive best practice tooling, process and functionality aligned to industry best practice offerings
• Collaborate with IT teams including service owners, process/knowledge teams and facilitate best practice adoption
• Identification of automation opportunities and collaboration with engineering teams to assess, design and implement

What You Will Bring

• Organisation change management experience.
• ITIL exposure and experience.
• IT service management experience across the incident, problem and change process.
• Customer satisfaction champion. In-depth knowledge of influences and improvement opportunities.
• SLA and KPI management and the relationship to the user experience.
• Automation platforms including Power Platform, RPA and ITSM integration.
• Process ownership and improvement.
• Management of the end user journey and IT contact channel improvements.

Desirable:- ITIL Foundation V3 certification.

• Experience level agreement implementation.
• Power BI understanding and experience.