Systems Analyst 2

Job Title: Microsoft 365 Systems Analyst II

Overview / Summary

The Microsoft 365 Systems Analyst will provide technical assistance and administration for Microsoft 365 services including Exchange, OneDrive, Purview, Viva, Loop, and related platforms. This role focuses on user support, troubleshooting connectivity and performance issues, managing security and compliance requirements, proactive monitoring, documentation, and collaboration with business and IT teams. Knowledge of ServiceNow (ITIL) and participation in an on-call rotation may be required.

Key Responsibilities

• Provide issue resolution and support for Microsoft 365 services.
• Troubleshoot system issues using Microsoft 365 and Office 365 tools.
• Serve as an escalation point for complex technical issues unresolved by the Service Desk.
• Analyze usage, performance, and audit reports to identify trends and potential issues.
• Act as a liaison between end users and higher-tier support teams to ensure clear communication and timely issue resolution.
• Support and administer environments utilizing Active Directory, Entra ID, and PowerShell.
• Manage and maintain Microsoft 365 security policies and compliance requirements.
• Create and maintain documentation for Microsoft 365 services, policies, procedures, and system configurations.
• Participate in planning and implementation of IT projects related to Microsoft 365 services.
• Work with business units to gather requirements and implement productivity-enhancing solutions.
• Administer Microsoft 365 services to ensure email, collaboration tools, and productivity software function effectively.
• Develop automation solutions using scripting tools such as PowerShell to streamline repetitive tasks.
• Maintain comprehensive documentation of configurations, processes, and best practices.

Required Qualifications

• 7+ years of experience administering Microsoft 365 environments in a large organization.
• 7+ years of experience with Microsoft 365 tools including Power Automate, Power Apps, Teams, and OneDrive.
• 7+ years of experience implementing governance and compliance policies in a public sector or regulated environment.
• Experience troubleshooting Microsoft 365 services including Exchange, Teams, SharePoint, OneDrive, and Viva.
• Understanding of security best practices.
• Familiarity with Active Directory, Entra ID, and PowerShell.
• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Ability to create technical documentation and deliver user training.
• Strong collaboration skills and experience working with cross-functional IT teams.

Preferred Qualifications

• Experience with Software Asset Management (SAM) tools such as Snow, Flexera, or ServiceNow.
• Knowledge of Microsoft 365 and Azure licensing models.
• Familiarity with compliance frameworks and audit processes.

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