IT Collaboration Analyst

Responsibilities:

• Presents new ways to work with analyses, articulation and presentations of complex data, in order to allow effective and timely management decisions
• Provide consistent data storage, access and updates for all users
• Reports and tracks solutions related to customer return issues; including but not limited to product, service and warranty
• Communicates with various functions, project families and regions on trends and measurable results
• Proactively plans for trends and implements training to mitigate repeat events
• Leads teams to create strategy based in actionable data which aligns with long term vision of a zero incidence culture

Additional Duties & Responsibilities:

• Day-to-day support of collaboration services and execution of overall team vision, including support of Microsoft 365 applications, and improving end user experience
• Understanding the Microsoft 365 ecosystem and our enterprise standard toolsets
• Contribute to governance and best practices involving M365 and related toolsets
• Analyze business requirements and ensure that solutions meet established policies and controls
• Partner with business owners & application teams to define and enhance technology
• Provide technical expertise, guidance, and strategic recommendations to other IT groups
• Serve as a key resource to work collaboratively to diagnose and troubleshoot complex and/or critical issues
• Ensure user support requests are properly administered in a timely manner and utilizing the Servicenow ITSM system.
• Ability to work in a global environment and specifically during Eastern Standard Time.
• Familiarization with ITIL framework and standard ITSM best practices.
• Process documentation and analysis: process oriented
• Identify risks in meeting team goals and address appropriately.
• Execution of project activities

Requirements:

• A university degree required (i.e. Bachelors degree) or equivalent relevant work experience.
• Business ethics - Ability to practice and behave consistently and effectively in areas of business practice and conflicts of interest
• Communication - Ability to communicate effectively by getting the right message across to the right people at the right time on a regular basis
• Customer Orientation - Ability to meet customers’ expectations by identifying and anticipating customers’ needs and integrating these into work; ability to develop new added value for customers and act with the customer in mind
• Result orientation - Ability to take steps personally to ensure that mutual goals and performance targets are met within the appropriate timeframe
• Teamwork - Ability to work with others and work synergistically with fellow team-members
• Planning and Organizing - Ability to plan, prioritize and organize work and schedules in all areas to meet requirements
• Problem solving - Ability to reach logical conclusions to situations by appropriately analyzing the situation. Balances the benefits, risks and consequences of actions
• Time Management - Ability to assessing your ability to manage your time, and the effectiveness of your team to reach department objectives
• Conflict management - Ability to recognize and work towards a mutually agreeable solution when confronted with conflict
• Decision making - Ability to think through possibilities and make sound decisions with appropriate degree of risk; knows when he / she has enough data to make an informed decision
• Resilience - Ability to work under pressure and prioritize
• Strategic thinking - Ability to turn strategy into action, to see the big picture and use this ability productively
• Managing objectives - Ability to decide what needs to be accomplished and design a plan to achieve the desired results
• Team Management - Ability to delegate, motivate, mentor, develop and manage team to achieve objectives. Manage external resource against SLA and operational metrics
• Budget Management - Ability to project and present annual operation Expense and Capital budget in departmental budget process

Required Qualifications:

• B.S. degree in a computer science, information technology/systems, or related discipline
• 5+ years IT work experience in a global information technology environment

Skills and Experience:

• Experience supporting large scale enterprise environments.
• Experience configuring, managing, and migrating enterprise productivity & collaboration platforms including Microsoft 365 (SharePoint, Teams, OneDrive, and Project Online).
• Thorough working knowledge of Microsoft Teams, SharePoint, and Power Platform.
• Experience managing updates through change management process
• Demonstrate knowledge of applicable industry standards, controls, and emerging security issues
• Ability to identify and recommend changes to improve efficiency and lower costs
• Ability to work both independently and in a collaborative team environment.
• Solid verbal and written English communication skills, with strong documentation skills.
• Problem solving, leadership skills, relationship building, ability to influence
• Ability to deliver updates on highly technical subjects to management team
• Management experience and assignment of technical work to others is desirable
• Ability to collaborate with internal customers and colleagues via face to face, conference calls, and online meetings.