Senior Digital Workplace Specialist - AI & Automation
ELCA · Pully, Switzerland
About the role
At ELCA, Corporate IT ensures that more than a thousand colleagues remain productive every day. We are seeking a professional based in Pully who will both deliver today's IT services and contribute to building tomorrow's AI-enabled IT organisation. The successful candidate will resolve user requests hands-on and will leverage Claude, LibreChat, AI agents and our knowledge base to automate, document and continuously improve our ways of working, starting with their own activities.
Your mission
You are the go-to IT engineer for our Pully office and a driver of automation inside the Corporate IT team. Your time is deliberately split between running and improving the service:
- At start: ~80% run / 20% improve
- Target: 50 / 50. Every procedure you automate frees time for the next improvement. Your own progress shows up in this ratio.
What you will do
Run: keep colleagues productive
- Handle incidents and service requests end to end (ITIL L1 + L2 scope): first contact, diagnosis, resolution and escalation only when needed
- Look after the Pully office on site: onboarding/offboarding, laptops, peripherals, meeting rooms, printing, local network and Wi-Fi issues
- Administer the workplace stack: Microsoft 365, Entra ID / Active Directory, Intune, Defender, Windows and macOS endpoints
- Work in our ticketing and knowledge tools and keep tickets clean and documented
- Support colleagues in other ELCA offices (Geneva, Zurich and others) when needed, and travel to them occasionally
Improve: automate and augment
- Turn repetitive procedures into automated workflows using low-code tools (e.g. Power Automate), AI agents and LibreChat assistants
- Use Claude and internal AI tools every day to diagnose faster, draft answers, write procedures and analyse ticket trends
- Build and maintain a high-quality IT knowledge base, written for both humans and AI agents (self-service, assisted resolution)
- Spot recurring incidents, measure them, and propose and deliver fixes at the root cause
- Share what works: coach the rest of the L1 team on AI usage and automation and help raise the team's maturity
Share: promote knowledge and AI adoption
- Proactively communicate improvements, new procedures and new AI capabilities to the IT team and to end users, without waiting to be asked
- Run short demos, lunch-and-learn sessions or show-and-tell sessions on new AI tooling (Claude, LibreChat, agents) and on the automations delivered
- Publish regular updates (e.g. Teams posts, newsletter contributions, tips of the week) on what was automated, what was learned, and how colleagues can benefit from it
- Write user-facing guides and how-tos that help colleagues adopt AI tools safely and in line with ELCA's AI policy
- Act as an AI champion within Corporate IT: collect feedback and use cases from users, and feed them back into the improvement backlog
What we offer
- A role where AI is part of the job, not a side project, with access to Claude, LibreChat and internal agents from day one
- Protected time for improvement work, with a clear path from 80/20 to 50/50
- A Swiss IT company with a wide range of technologies and international teams
Your Profile
- 3-6 years of experience in IT operations, workplace or service desk engineering with real L2 depth
- Hands-on knowledge of Microsoft 365, Entra ID/AD, Intune and Windows endpoints. macOS is a plus.
- Capacity to learn rapidly and integrate new technologies.
- Fluent AI user: you already use Claude, ChatGPT or similar daily to work faster. Bring examples of things you built or automated with it
- A low-code / prompting mindset: Power Automate, building AI assistants or agents, structured prompts, knowledge bases. Basic scripting (PowerShell) is welcome but not required
- ITIL-minded: incident, request, problem and knowledge management
- Writes clear documentation and procedures
- Proactive communicator: enjoys sharing knowledge, presenting to small groups and promoting new tools and practices to technical and non-technical audiences
- French and English fluent (written and spoken)
- Customer-oriented, calm under pressure, and able to explain tech to non-tech colleagues
- CFC, HES/ES degree, or equivalent experience. Apprenticeship backgrounds are welcome. Your experience and track record is important to us
Nice-to-have
- ITIL 4 Foundation, Microsoft certifications (MD-102, MS-900, etc.)
- Experience with MCP, RAG or knowledge-base platforms (Confluence) and ticketing tools (GLPI, Jira Service Management)
- Basic networking (VLAN, Wi-Fi 802.1x, VPN) and security awareness
For this role we are searching for someone who will work in Pully (on site), with occasional travel to other ELCA offices.