Senior Analyst, IT End-User Computing

Explore the possibilities across our global house of brands.

Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach and Kate Spade New York. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.

Key Responsibilities:

1. End User Computing Operations
•Provide advanced support and administration for desktops, laptops, mobile devices, virtual desktops, and workplace technologies.
•Manage incident, request, and escalation resolution for complex end-user technology issues.
•Monitor service performance and ensure compliance with established SLAs, KPIs, and operational standards.
•Analyze recurring issues and implement permanent corrective actions to improve service quality.
•Support and coordinate major incident response activities affecting end-user services.
•Maintain operational stability and availability of end-user computing environments.

2. Endpoint & Device Management
•Administer and support enterprise endpoint management platforms including Microsoft Intune, MECM, Autopilot, and JAMF.
•Manage device lifecycle processes including provisioning, deployment, patching, upgrades, inventory management, and retirement.
•Implement endpoint security baselines, compliance policies, and configuration standards.
•Support software packaging, deployment, testing, and application lifecycle management.
•Monitor endpoint health, performance, and compliance metrics.

3. Workplace & Collaboration Technologies
•Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Office applications.
•Manage meeting room technologies, Teams Rooms, conferencing platforms, and collaboration tools.
•Support employee onboarding, offboarding, and technology readiness activities.
•Assist with adoption and user enablement initiatives for workplace technologies and AI-powered productivity tools.
•Drive improvements in digital employee experience and workplace productivity.

4. IT Service Management
•Adhere to ITIL-based service management processes and best practices.
•Participate in Incident, Problem, Change, Asset, and Knowledge Management processes.
•Develop and maintain technical documentation, support procedures, and knowledge articles.
•Identify opportunities for automation and process optimization.

•Support asset management, software licensing compliance, and technology governance initiatives.

5. Information Security & Compliance
•Ensure compliance with corporate security policies, standards, and regulatory requirements.
•Support endpoint security initiatives including vulnerability remediation and patch management.
•Participate in audits, security assessments, and compliance reviews.
•Assist with business continuity, disaster recovery, and operational resilience planning.
•Partner with Information Security teams to investigate and resolve endpoint-related security incidents.

6. Continuous Improvement & Project Support
•Participate in enterprise technology refresh programs and workplace modernization initiatives.
•Lead or support implementation projects involving endpoint management, collaboration tools, and user experience improvements.
•Analyze service trends and develop recommendations to improve operational efficiency and user satisfaction.
•Collaborate with global and regional IT teams on standardization efforts and technology roadmaps.
•Evaluate emerging technologies and provide recommendations for adoption.

Qualifications:

1. Education
•Bachelor’s degree in Information Technology, Computer Science, Engineering, or related discipline.
•Equivalent combination of education and relevant experience considered.

2. Experience
•Minimum 5–7 years of experience supporting enterprise End User Computing environments.
•Experience administering Windows and macOS environments in large organizations.
•Experience supporting Microsoft 365 and collaboration platforms.
•Experience with endpoint management, software deployment, and device lifecycle management.
•Experience working within ITIL-based service delivery environments.
•Experience participating in enterprise technology projects and deployments.
•Retail, corporate office, or global enterprise support experience preferred.

Technical Skills:

1. Required
•Microsoft Windows 11 Administration
•Microsoft 365 Administration
•Microsoft Teams, Outlook, OneDrive, and SharePoint
•Active Directory and Microsoft Entra ID
•Microsoft Intune
•MECM
•Microsoft Autopilot
•Endpoint Security and Device Compliance Management
•IT Service Management Platforms (ServiceNow preferred)
•Software Deployment and Patch Management
•Hardware Lifecycle Management
•Mobile Device Management (MDM)

2. Preferred
•JAMF Pro Administration
•PowerShell Scripting and Automation
•Azure Virtual Desktop (AVD)
•VMware Workspace ONE
•Digital Employee Experience (DEX) Platforms
•Microsoft Copilot Administration and Adoption Support
•Teams Rooms and Audio Visual Collaboration Technologies

Our Competencies for All Employees
Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers
Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Tapestry is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under the consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

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