Digital Workplace Architect

Downer; City of Melbourne; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible work arrangements

Parental leave

Employee Assistance Program

Diversity and inclusion

Job summary

Downer is seeking an experienced Digital Workplace Architect to shape modern, secure workplace technology and service desk experiences. You will develop standards, roadmaps and integration patterns across endpoints, identity and cloud, ensuring scalable, secure solutions aligned to enterprise standards.

You will lead architecture governance, collaborate with multiple teams, and drive AI-assisted capabilities while maintaining appropriate oversight and privacy controls.

Qualifications

• Degree in Information Technology, Computer Science, Engineering or equivalent practical experience.
• 8+ years in digital workplace, end-user computing, workplace tech or related enterprise environments.
• Experience developing architecture standards, reference patterns, roadmaps and design docs.
• Experience designing solutions across endpoint management, collaboration, identity, cloud, network, security and Service Desk platforms.
• Understanding of Service Desk workflows, support channels and knowledge practices.
• Knowledge of AI-assisted support, automation, telemetry or experience analytics.
• Understanding responsible AI incl. security, privacy, data protection, transparency, oversight and auditability.

Responsibilities

• Develop and maintain digital workplace and Service Desk architecture standards, reference patterns and roadmaps.
• Provide architecture guidance across endpoint management, collaboration, productivity tools and end-user computing.
• Define secure, scalable integration patterns between workplace platforms and Service Desk channels.
• Shape AI-assisted capabilities: self-service, knowledge-assisted resolution, triage and routing.
• Define human oversight requirements for exceptions and high-risk actions.
• Use telemetry and feedback to identify recurring issues and inform improvements.
• Assess designs for alignment with enterprise architecture, cyber security and data governance.
• Translate business needs into practical architecture recommendations.
• Review proposals and design decisions through architecture governance processes.
• Maintain architecture documentation and reusable patterns.

Skills

Architecture standards

End-user computing

Stakeholder engagement

AI-assisted support

Identity management

Education

IT/CS/Engineering degree

Tools

Endpoint management

Identity platforms

Cyber security tools

Job description

We have an exciting opportunity for an experienced and forward-thinking Digital Workplace Architect to join Downer Digital's Cloud & Networks team.

This key architecture role will shape modern, secure and reliable workplace technology experiences. You will develop standards, solution patterns and roadmaps that improve the end-user experience and support a more proactive, AI-assisted Service Desk.

Reporting to the Manager Workplace Services, you will work with Workplace Services, Endpoint Management, Identity & Access Management, Cloud, Networks, Cyber Security, Applications, Data and AI, and Service Desk teams to ensure solutions are scalable, supportable, secure and aligned to enterprise standards.

About the Role

You will provide architecture leadership across digital workplace technologies and the Service Desk systems and integrations that support employees. The focus is Service Desk architecture, not ownership of service management processes or day-to-day operations.

You will define practical patterns for approved AI assistance, automation, telemetry and knowledge-enabled support while retaining appropriate human oversight, security, privacy and accountability.

In this role you will:

• Develop and maintain digital workplace and Service Desk architecture standards, reference patterns and technology roadmaps.
• Provide architecture guidance across endpoint management, collaboration platforms, productivity tools, meeting rooms, identity, connectivity and end-user computing.
• Define secure and supportable integration patterns between workplace platforms, Service Desk channels, knowledge sources, automation, telemetry and approved AI services.
• Shape AI-assisted capabilities such as employee self-service, knowledge-assisted resolution, ticket intake, triage, categorisation, routing, summarisation and request fulfilment.
• Define where human review, approval and intervention are required for exceptions, higher-risk actions and automated decisions.
• Use workplace telemetry, service data and employee feedback to identify recurring issues, enable proactive support and inform improvement priorities.
• Assess designs, initiatives and changes for alignment with enterprise architecture, cyber security, privacy, data governance and operational requirements.
• Partner with delivery, operational and supplier teams to translate business and user needs into practical, scalable and supportable solutions.
• Review technology proposals, exceptions and design decisions through established architecture governance processes.
• Maintain concise architecture documentation, roadmaps, decision records and reusable solution patterns.
• Identify opportunities to improve standardisation, automation, knowledge reuse, service quality and the employee experience.

Our Ideal Candidate

You are a collaborative and strategic technology professional who can simplify complexity, connect architecture with operational reality and influence stakeholders across technical and business teams.

You bring:

• A degree in Information Technology, Computer Science, Engineering or a related discipline, or equivalent practical experience.
• 8+ years of experience in digital workplace, end-user computing, workplace technology, Service Desk or related enterprise environments.
• Demonstrated experience developing architecture standards, reference patterns, technology roadmaps and design documentation.
• Experience designing solutions across endpoint management, collaboration, identity, cloud, network, cyber security and Service Desk platforms.
• An understanding of Service Desk workflows, support channels, knowledge practices and operational support requirements.
• Knowledge of AI-assisted support, conversational experiences, intelligent automation, knowledge-grounded responses, telemetry or experience analytics.
• An understanding of responsible AI considerations, including security, privacy, data protection, transparency, human oversight and auditability.
• The ability to translate business requirements and user needs into practical architecture recommendations.
• Excellent stakeholder engagement, communication and influencing skills, including experience working with delivery partners and suppliers.
• Relevant architecture, workplace technology, cloud, endpoint, identity, security, data or AI certifications will be highly regarded.

Benefits Of Working with Downer

• Work with an ASX-listed company, working with market leaders.
• Grow your career with us through personal and professional development and continuous learning:
  • Professional development programs
  • Access to professional memberships and industry networks
• Be part of a team that cares, with support that is flexible around employee wellbeing needs:
  • Flexible work arrangements
  • Parental leave
  • Employee Assistance Program
  • Programs promoting diversity and inclusion
• A range of corporate benefits, including:
  • Discounted services (car hire, hotels, insurance, retail stores, gyms)

Why Downer?

As a trusted name in infrastructure, transport, facilities management, and construction, Downer is committed to delivering projects that create a lasting, positive legacy.

We're committed to building a team that reflects the diverse communities we serve, and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals.

Even if your experience doesn't align perfectly with this role, we'd still like to hear from you.

As a WORK180 Endorsed Employer, we support flexibility that works for your life, inclusive leadership that values your voice, and equitable access to opportunity so you can do your best work and bring your whole self to it.