Role Summary
The Microsoft 365 system analyst will provide technical assistance for Microsoft 365 services like Exchange, OneDrive, Purview, Viva, Loop, etc. focusing on user support, troubleshooting connectivity/performance issues, managing security/compliance (Entra ID/Azure AD), and ensuring high availability through proactive monitoring and documentation, ServiceNow (ITIL) knowledge and potentially On-Call rotation.
User Support
· Issue resolution and support for all M365 services.
· Troubleshoot system issues, and knowledgeable utilizing Office 365 tools
· Escalation point, for complex technical issues unresolved by Service Desk
Analysis & Reporting
· Analyze usage, performance, and audit reports to identify trends and potential problems.
· Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution.
· Familiarity with Active Directory; Entra ID; PowerShell; etc.
M365 Tenant Administration
· Manage and maintain M365 security policies and compliance requirements.
· Create and maintain documentation related to M365 services, policies, procedures, and system configurations.
· Participate in planning and implementation of IT projects related to M365 services.
Collaboration
· Work with business units to gather requirements and implement solutions that improve productivity.
· Administer Microsoft 365 service offerings, ensuring email, collaboration tools, and productivity software function effectively.
Process Improvement
· Automation solutions, powered by scripting languages like PowerShell, streamline repetitive tasks. Comprehensive documentation of configurations, processes, and best practices is maintained
Minimum Yrs of Experience, Skills, and Qualifications
7 | Experience administering M365 environments in a large organization. |
7 | Experience with Microsoft 365 tools including Power Automate, Power Apps, Teams, and OneDrive. |
7 | Experience implementing governance and compliance policies in a public sector or regulated environment. |
· Troubleshooting, communication, problem-solving, security best practices, understanding M365 services (Exchange, Teams, SharePoint, OneDrive, Viva).
· 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 Skills and Qualifications
· Experience with SAM tools (e.g., Snow, Flexera, ServiceNow).
· Knowledge of Microsoft 365 and Azure licensing models.
· Familiarity with compliance frameworks and audit processes
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