EMPLOYEE EXPERIENCE ENGINEER
Apply NowCompany: Lakeview Loan Servicing
Location: Coral Gables, FL 33114
Description:
Overview
The Employee Experience Engineer at Lakeview is responsible for designing, developing, and optimizing the employee journey across all touchpoints in the organization. This role is responsible for managing the IT processes associated with bringing new employees onboard and ensuring the efficient offboarding of departing staff. Additionally, this role serves as a key point of escalation for IT issues that require a higher level of troubleshooting or coordination. The ideal candidate will be highly organized, proactive, and capable of providing excellent customer service to ensure a smooth IT experience for all employees. The role can be 100% remote. If you are near the Coral Gables, FL office the role will be hybrid M & F at home and T, W, Th in office. The salary range for this role is $81,000 to $97,000, with an annual bonus.
Responsibilities
Qualifications
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
EEOC
Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence, and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.
The Employee Experience Engineer at Lakeview is responsible for designing, developing, and optimizing the employee journey across all touchpoints in the organization. This role is responsible for managing the IT processes associated with bringing new employees onboard and ensuring the efficient offboarding of departing staff. Additionally, this role serves as a key point of escalation for IT issues that require a higher level of troubleshooting or coordination. The ideal candidate will be highly organized, proactive, and capable of providing excellent customer service to ensure a smooth IT experience for all employees. The role can be 100% remote. If you are near the Coral Gables, FL office the role will be hybrid M & F at home and T, W, Th in office. The salary range for this role is $81,000 to $97,000, with an annual bonus.
Responsibilities
- Coordinate with HR and hiring managers to ensure all new hires have the necessary IT resources, such as hardware, software, access to systems, and proper workspace setup.
- Manage the provisioning of user accounts, email, and access permissions for new employees, ensuring all systems are configured according to their role requirements.
- Oversee the entire lifecycle of user access management, including creating, modifying, and deactivating user accounts across all IT systems.
- Ensure that new hires are assigned appropriate access rights based on their role, following the principle of least privilege.
- Lead orientation sessions for new hires to introduce them to IT tools, systems, and support resources, providing technical assistance as needed during their onboarding phase.
- Collaborate with HR to manage the IT offboarding process for departing employees, ensuring timely deactivation of user accounts, access permissions, and retrieval of company devices.
- Ensure all offboarding tasks, including data backup and recovery, device wiping, and equipment returns, are completed according to internal policies.
- Serve as an escalation point for complex IT issues that cannot be resolved by frontline support teams, providing advanced troubleshooting and incident resolution.
- Escalate issues to relevant specialists or teams when necessary, coordinating with vendors or higher-level technical experts if required.
- Monitor and manage escalated tickets in the IT service management system, ensuring issues are addressed and resolved promptly while maintaining effective communication with stakeholders.
- Identify opportunities to improve onboarding, offboarding, and escalation processes for efficiency and enhanced user experience.
- Document and maintain knowledge base articles for frequently asked questions and common escalation scenarios.
- Partner with IT management to create and refine standard operating procedures, checklists, and best practices for IT onboarding, offboarding, and issue resolution.
- Work closely with HR, Facilities, and other IT teams to provide an integrated onboarding and offboarding experience.
- Communicate effectively with employees, providing guidance on IT policies, security best practices, and troubleshooting assistance.
- Act as a liaison between IT and other departments to facilitate escalated support cases and ensure a smooth resolution process.
Qualifications
- Strong understanding of user account management, including Active Directory, Microsoft 365, and other enterprise user provisioning platforms.
- Familiarity with endpoint management tools, remote support software, and IT asset management practices.
- Excellent communication skills, capable of providing technical guidance in an easy-to-understand manner to both technical and non-technical users.
- Strong customer service orientation, with the ability to remain calm and patient while resolving issues in a high-pressure environment.
- Strong problem-solving skills, with the ability to handle escalated technical issues effectively.
- High level of organization and attention to detail, with the ability to manage multiple onboarding/offboarding processes simultaneously.
- Proactive and self-motivated, with a continuous improvement mindset and willingness to take ownership of tasks.
- Experience leading new hire training sessions or orientations is a plus.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
EEOC
Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence, and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.