UNIVERSAL Technologies, LLC is seeking an experienced SharePoint Intranet & PowerApps Knowledge Base Analyst for an onsite role in Albany, NY to support the development, organization, and ongoing enhancement of a Call Center Level 2 SharePoint intranet and PowerApps knowledge base. Active LinkedIn preferred, local candidates only. This role is responsible for designing and maintaining the SharePoint site structure, coordinating content and stakeholder requirements, managing permissions, and ensuring call center staff have fast, reliable access to accurate and searchable knowledge resources. The ideal candidate will have strong experience with SharePoint, Power Platform, business analysis, stakeholder coordination, and documentation.
***Approximately 6-month project.
WHO WE ARE
UNIVERSAL Technologies, LLC is a Women-Owned (M/WBE) IT solutions and consulting company focused on delivering enterprise systems and professional services across Application Development, Business Analysis, Project Management, Cyber Security, Data Analytics, Infrastructure, and Systems Architecture. We partner with public and private sector organizations to provide highly skilled technology professionals who drive business transformation and operational excellence.
WHAT WE OFFER
- Competitive compensation
- Health, Dental, and Vision Benefits
- Group Life Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Pre-Tax Transportation Benefits
- Generous Paid Time Off and Holiday Package
- Professional Growth Opportunities
Mandatory Skills/Experience
- Bachelor's Degree.
- Minimum six (6) years of experience designing and building SharePoint Internet Apps
- 5-years of experience developing and supporting Microsoft PowerApps solutions.
- Experience gathering and documenting functional and technical requirements for SharePoint and Power Platform solutions.
- Experience creating SharePoint navigation, page structure, and user experience best practices.
- Experience in SharePoint Administration
- Experience coordinating cross-functional stakeholders and managing project timelines.
- Experience defining search behavior, usability standards, and content organization strategies.
- Experience troubleshooting and resolving SharePoint access and permission issues.
- Experience producing technical documentation, user guides, walkthroughs, and training materials.
- Strong meeting facilitation, documentation, and status reporting skills.
- Excellent written and verbal communication skills.
- Strong analytical, organizational, and problem-solving abilities.
Scope of Services
Site Design, Structure, and User Experience
- Design, build, and maintain the SharePoint intranet and PowerApps knowledge base information architecture.
- Develop and maintain intuitive site navigation, page layouts, and overall site structure.
- Optimize the user experience to ensure Level 2 Call Center staff can quickly locate accurate and current information while handling live customer calls.
- Facilitate stakeholder review sessions and incorporate feedback to improve usability, accessibility, and user adoption.
- Maintain a comprehensive inventory of SharePoint pages, libraries, and site sections.
Content Management and Readiness Coordination
- Coordinate content intake, organization, and publication across multiple business contributors.
- Ensure all knowledge base content is properly organized, searchable, and formatted for efficient use during live support calls.
- Monitor content readiness and maintain consistency across the SharePoint environment.
- Track outstanding content dependencies, review cycles, and approval workflows.
- Partner with content owners to resolve review bottlenecks and ensure timely publication of content.
Requirements Definition for the SharePoint Intranet and Knowledge Base PowerApps
- Gather, analyze, and translate operational call center requirements into SharePoint and PowerApps solutions.
- Define functional requirements for site navigation, search functionality, and day-to-day usability.
- Document technical and business requirements for connected Microsoft Power Platform components.
- Define expectations for application performance, user capacity, accessibility, availability, and overall solution functionality.
- Recommend design enhancements that reduce navigation complexity and improve knowledge discovery across support teams.
Stakeholder Management, Handoffs, and Dependency Tracking
- Coordinate project activities, work sequencing, and deliverable handoffs among technical teams and business stakeholders.
- Facilitate collaboration between business users and technical resources throughout project execution.
- Track project dependencies and proactively communicate risks that may impact delivery timelines.
- Support phased migration initiatives to consolidate knowledge assets and eliminate duplicate content across support levels.
Access Controls, Permissions, and Operational Readiness
- Define and maintain role-based security, administrative access, editing privileges, and read-only permissions.
- Monitor SharePoint permissions to ensure appropriate access is maintained for all user groups.
- Identify, troubleshoot, escalate, and support the resolution of SharePoint access and permission issues.
- Support operational readiness by ensuring the SharePoint environment is properly configured for ongoing business operations.
Progress Communication and Documentation
- Produce user guides, walkthrough documentation, recorded demonstrations, and onboarding materials.
- Maintain meeting minutes, project documentation, action items, and status reports.
- Communicate project progress, milestones, risks, and outstanding issues to stakeholders.
- Ensure project documentation remains accurate, current, and readily accessible throughout the project lifecycle.
UNIVERSAL Technologies is an Equal Opportunity Employer.
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