Device Management Analyst

We are seeking a skilled DWP Mobility Engineer to support the lifecycle management and operational integrity of our Enterprise Mobility services. This contractor will work closely with internal teams and global vendors to troubleshoot technical issues, manage device/service provisioning, and ensure high-quality delivery of mobility products and services across client businesses.

The engagement requires strong operational discipline, technical proficiency in mobility support, and the ability to maintain consistent service levels within a multi-vendor environment.

Scope of Services

Responsible for the day-to-day operational support, provisioning, and administrative governance of regional Enterprise Mobility services, ensuring business continuity and process excellence.

Key responsibilities include:

Service Delivery & Operations

• Oversee the end-to-end enterprise mobility provisioning process to ensure timely deployment and lifecycle management.
• Manage the volume of tickets escalated to the L2/L3 support tiers, ensuring efficient resolution of mobile device, application, and connectivity issues.
• Liaise with wireless carriers and vendors to troubleshoot hardware and service-related incidents.
• Handle VIP support requests and manage complex exception processes with high professional standards.
• Ensure the integrity, accuracy, and consistency of the ServiceNow CMDB through regular auditing and maintenance.

Process & Documentation Management

• Provide technical guidance to L1 team regarding process updates, troubleshooting techniques, and exception handling.
• Maintain comprehensive documentation for all systems, installations, configurations, and knowledge base (KB) articles.
• Generate, analyze, and distribute reports from various platforms to track performance metrics and service trends.

Vendor & Stakeholder Collaboration

• Initiate and coordinate efforts with outsourced suppliers and managed service providers.
• Collaborate with internal stakeholders to identify and implement resolutions for complex mobility challenges.
• Support the evaluation and implementation of new third-party mobility solutions.