IT Workplace Intelligence Apprentice (H/F/N)

As an IT Workplace Intelligence Apprentice, you will sit at the center of the Engineering and Service Desk teams. Your mission is to build the "Intelligence Layer" of our department.
You will go beyond simple reporting to create a proactive Observability Platform. Using Looker Studio or Grafana, you will monitor the health of our Google Workspace, track the real-time status of our global sites and analyze ITSM data (tickets/incidents) to identify patterns before they become major outages. You will also play a crucial role in Software Asset Management by tracking application usage to optimize our global SaaS footprint.
Key Responsibilities
1. Predictive Service Intelligence (ITSM & Incidents)

• Incident Forecasting: Analyze ticket creation patterns in our ITSM tool to identify "weak signals." You will build dashboards that alert the Engineering team to recurring issues before they escalate into major incidents.
• Service Desk Performance: Use KPIs beyond simple volume (e.g., "Mean Time to Resolve" vs. "User Satisfaction") to pinpoint where automation is most needed.
• Onboarding/Offboarding Audit: Build a dashboard ro ensure 100% compliance in the employee lifecycle with IT system logs.

2. Software & Collaboration Governance

• Application Usage KPIs: Build and visualize how our global SaaS tools (Zoom, Slack, Miro, etc.) are actually used to identify underutilized licenses to help the Application Manager optimize costs.
• Google Workspace Internal Control: Monitor the "Quality of Service" and security of our Google environment (Shared Drive sprawl, data volume, external sharing risks, and 3rd party app security).
• Hardening & Compliance: Ensure our IAM (Identity) and MDM (Device) stacks meet our security baselines through automated compliance dashboards.

3. Infrastructure & Site Observability

• Live Site Monitoring (Grafana): Maintain real-time visibility into our physical workspaces, including Meeting Room uptime, AV hardware health, and office connectivity.
• Hardware Lifecycle: Track the health and age of our global device fleet to help plan "Refresh" cycles proactively.