Service Planning Specialist, M365

COVID 19 On-Campus Requirements

Prior to May 1 2022 the University required all students faculty staff and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1 2022 but the University may reinstate them at any point.

About Queens University

Queens University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research faculty administration engineering & construction athletics & recreation power generation corporate shared services and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women racialized/visible minorities Indigenous/Aboriginal peoples persons with a disability persons who identify in the LGBTQ community and others who reflect the diversity of Canadian society.

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Job Summary

A Brief Overview
Do you have a passion for shaping the future of Microsoft 365 (M365) services through thoughtful planning and coordination The Information Technology Services department at Queens University is seeking a dynamic and skilled Service Planning Specialist M365 to assist with the planning development implementation support and transition to operations of Microsoft 365 applications and services.

As a Service Planning Specialist and member of the Digital Productivity and Collaboration team youll collaborate with a dedicated team of analysts administrators and specialists to plan deliver support and continuously optimize a comprehensive suite of Microsoft 365 communications collaboration and security and compliance solutions. Your expertise will span across the entire Microsoft 365 ecosystem including Teams Voice Microsoft Exchange Online SharePoint Online OneDrive for Business Microsoft Defender Purview and other complementary applications and systems.

In this role youll collaborate on the design planning development implementation and operationalization of enterprise Microsoft 365 applications services and data management systems. You will work closely with service owners and technical leads to evaluate new technologies identifying opportunities that align with institutional goals and ensuring compatibility within the existing environment. You will also contribute to the design and communication of service changes working with internal staff external vendors and end users to support successful transitions. Additionally you will assist in creating and coordinating education and awareness initiatives related to enterprise services. Acting as a subject matter expert youll help identify and troubleshoot complex issues related to application design and maintenance. This position implements the planning development installation and support of enterprise software applications and data management systems. This position plans oversees and communicates service changes and works other staff external vendors and end-users to prepare for change. This position creates coordinates and delivers training programs related to enterprise services. This position also participates in identifying and resolving complex application design and maintenance problems. This position may require occasional availability outside regular hours to support significant incidents upgrades or project deployments.

In this newly created position youll have the opportunity to apply your project planning collaboration and change management skills in a dynamic team-based environment. As a contributing member of the Digital Productivity and Collaboration team you will work with others to support service planning activities and vendor release coordination assist in the development of service roadmaps and future strategies help facilitate change processes and contribute to the maintenance and support of systems. A key part of this role involves supporting automation initiatives and applying your programming skillsincluding proficiency in PowerShell Power Automate Graph API and related toolsto improve and streamline processes. You will assist in troubleshooting technical issues contribute to documentation and help deliver education and awareness programs that promote a culture of continuous learning. Strong communication skills and a focus on customer service are essential as you will work closely with both internal stakeholders and external partners to support the implementation of new features services and processes that meet the evolving needs of the University community.

If you bring strong technical skills a collaborative approach and a passion for delivering excellent service we encourage you to apply and contribute to the continued evolution of Microsoft 365 at Queens. Join our IT Services team as a Service Planning Specialist and help shape the future of digital productivity at the University!

Job Description

What you will do
Implements the planning development installation and support of enterprise software applications and data management systems.
Prepares documentation of system configurations and operational procedures.
Recommends and implements enterprise service roadmap plans and incorporates vendor releases.
Plans oversees and communicates service changes and works with other staff external vendors and end-users to prepare for change.
Works with the university community to promote service features and encourages the adoption and usage of enterprise services.
Recommends services changes to improve service planning implementation and evaluation.
Develops executes and maintains detailed test plans for a variety of production services ensuring proper documentation.
Creates coordinates and delivers training programs related to enterprise services.
Participates in identifying and resolving complex application design and maintenance problems.
Maintains and enhances system and application utilities when custom software is required.
Elicits and analyzes business requirements from stakeholders and end-users.
Analyzes data using statistics and data and provides information to clients.
Other duties as required in support of the department and/or unit.

Required Education
Four-Year Bachelor Degree or addition requires trade certification qualification or on-going learning to remain ahead of changes in technology or emerging fields.

Required Experience
More than 3 years and up to and including 5 years of experience.
Experience with designing and implementing solutions leveraging Microsoft 365 applications and services such as SharePoint Online Exchange Online Microsoft Teams and Teams Voice and Power Platform components considered an asset.
Experience with Microsoft Identity and Access solutions (e.g. Active Directory Entra ID) considered an asset.
Experience with Microsoft security and compliance tools (e.g. Microsoft 365 Defender Purview) considered an asset.
Experience with desktop and server operating systems considered an asset.
Experience with email services and mail flow technologies is considered an asset.
Experience with scripting and programming languages is considered an asset (e.g. PowerShell Microsoft Graph KQL).
Experience in process planning development and/or mapping is considered an asset.
Knowledge of a range of computing and communications technology (i.e. project planning and reporting workflow design and implementation) is considered an asset.
Experience in writing interviewing reviewing editing and/or proofreading internal and/or external communications and documents considered an asset (e.g. social media policy manuals newsletters handbooks legal documents forms/templates blogs training/reference materials technical documents webinars etc.).
Experience working in a comparable client-focused environment considered an asset.
Experience supporting and working with cross-functional teams in a dynamic environment is considered an asset.
Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements
Knowledge of concepts and principles in a specialist field that is typically acquired through a combination of advanced professional or academic qualifications and/or substantial work experience.
Provide effective consultation and advice on non-straightforward and/or complex issues.
Interaction with others requires interpersonal skills and the ability to understand and influence.
Adapt messages to meet the different needs of different audiences.
Builds relationships trust and credibility.
Prioritize and distribute work to deliver objectives on time and to the highest standard.
Identify in advance when the intended results may not be achieved and develops a plan to address the gaps.
Actively participate in project team meetings and develop individual and unit project plans.
Lead procedural or technological change within a unit.
Identify opportunities to improve the effectiveness and efficiency of work processes.
Seek information and input to fully understand the cause of problems.
Appropriately assesses risks before making a decision.
Contribute to the creation and evaluation of possible solutions.
Take action to remove obstacles and address problems before they impact performance and results.
Apply equity diversity accessibility inclusion and Indigenization considerations to decision making and planning.
Promote a work environment that is free from sexual violence harassment and discrimination and the ability to show empathy for those who have experienced trauma.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queens is strongly committed to employment equity diversity and inclusion in the workplace and encourages applications from Black racialized persons Indigenous people women persons with disabilities and 2SLGBTQI accordance with Canadian Immigration requirements priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at .