Job Title: Digital Workplace (DWP) Architect Service Desk Focus
Location: Toronto, Canada
Pay rate : CAD 90(Inclusive of all)
Work Model : Hybrid ( 3 days to office)
Job Summary:
We are seeking a seasoned Digital Workplace Architect with deep expertise in Service Desk operations and a strong understanding of automation, AWS services, and digital transformation. The ideal candidate will play a pivotal role in designing and implementing modern workplace solutions that enhance end-user experience, operational efficiency, and business value.
Key Responsibilities:
Architect and design scalable and secure Digital Workplace solutions with a focus on Service Desk modernization.
Lead automation initiatives to streamline service desk workflows, reduce manual effort, and improve response times.
Utilize AWS services (e.g., Lambda, S3, CloudWatch, Connect, WorkSpaces) to build cloud-native service desk capabilities.
Drive digitalization efforts across IT support functions, enabling self-service, AI/ML-based support, and proactive issue resolution.
Collaborate with cross-functional teams to ensure seamless integration of workplace technologies.
Enhance client experience through intuitive support channels, personalized services, and continuous improvement.
Manage stakeholder expectations, communicate architectural decisions, and align solutions with business goals.
Provide technical leadership and mentorship to service desk and support teams.
Ensure compliance with security, governance, and operational standards.
Required Skills & Experience:
Proven experience as a Digital Workplace Architect or similar role.
Strong background in Service Desk operations, ITIL processes, and support models.
Hands-on experience with automation tools (e.g., ServiceNow, Power Automate, scripting).
Proficiency in AWS services relevant to service desk and end-user computing.
Experience in digital transformation and modern workplace technologies (e.g., M365, Intune, Endpoint Manager).
Excellent communication and stakeholder management skills.
Ability to translate business requirements into technical solutions.
Experience in client-facing roles with a focus on delivering value and innovation.
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