Mac Experience Analyst

Role overview

Responsibilities

• Support senior leaders and their offices across Mac devices, mobile, collaboration tooling, identity, access, and key applications.
• Own Mac-specialist guidance for macOS, Apple device management, and Apple applications; resolve complex escalations through root cause.
• Use device health, experience scores, and telemetry to address problems proactively and surface recurring estate issues.
• Test operating system updates, application releases, and configuration changes before deployment.
• Maintain knowledge articles and runbooks; support adoption of new capabilities, including AI tooling.
• Contribute user evidence to the Experience Platform backlog and work with EUC and Mobile Device Management teams on configuration, packaging, and deployment.
• Use automation and AI-assisted tooling to reduce repetitive diagnostic and remediation work.

Basic qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Significant experience in end user computing, technology support, or endpoint engineering with a Mac focus.
• Deep hands-on expertise in macOS, Apple device management, and enterprise Mac deployment.
• Experience resolving complex escalations through root cause, using endpoint telemetry proactively, testing releases before deployment, and writing support guidance.
• Familiarity with automation and AI-assisted diagnostic and remediation tooling.

Preferred skills

• Apple device management, endpoint management, or related Apple certifications are desirable.
• ITIL or equivalent service management certification is desirable.
• Executive support experience and strong technical documentation and communication skills are preferred.