Int. Application Support Specialist

RQ00538 - Int. Application Support Specialist (M365 & SharePoint Service Now)

6-month contract (132 business days) - possible extension

Hybrid - 3 days in office City Hall

Skill set/Qualifications:

• University or Community College diploma/degree in Computer Science Information Technology or a related discipline or equivalent professional experience
• A minimum of three (3) to five (5) years of experience providing application support in an enterprise environment
• Demonstrated experience supporting Microsoft 365 and SharePoint Online including user support configuration and issue resolution
• Proven experience performing incident triage analysis and resolution in a production environment
• Hands-on experience using ITSM tools (e.g. ServiceNow or equivalent) to manage track and resolve support tickets
• Strong working knowledge of SharePoint site administration including: Permissions and access management (users groups inheritance); Site configuration document libraries and content structures; Support of collaboration and document management features
• Experience supporting SharePoint migrations deployments or organization wide implementations including post deployment stabilization and issue remediation
• Ability to perform root cause analysis and coordinate issue escalation with technical teams
• Strong experience providing frontline user support and working directly with business clients
• Ability to clearly communicate technical issues and resolutions to nontechnical users
• Demonstrated focus on client satisfaction service quality and continuous improvement
• Experience developing and maintaining support documentation procedures and knowledge base articles
• Excellent written and verbal communication skills
• Strong organizational skills with the ability to manage multiple priorities in a fastpaced support environment
• Ability to work independently as well as collaboratively within a crossfunctional team

Deliverables:

The Application Support Specialist will deliver the following:

Effective triage resolution and closure of SharePoint incidents and service requests in accordance with service level expectations

Accurate and complete ServiceNow ticket documentation including issue analysis resolution actions and client communication

Ongoing SharePoint administration support including permissions management site configuration and user access assistance

Implementation and rollout support including user onboarding postmigration issue resolution and stabilization activities

Maintained support documentation and knowledge base articles to support consistent service delivery

Identification of recurring issues and trends with recommendations for service improvements

Periodic support metrics and status reporting as required by the City

Must Haves:

• 3-5 years of experience providing application support in an enterprise environment
• Handson experience using ITSM tools (e.g. ServiceNow or equivalent) to manage track and resolve support tickets
• Microsoft 365
  
• Strong working knowledge of SharePoint site administration including: Permissions and access management (users groups inheritance) Site configuration document libraries and content structures and Support of collaboration and document management features
• Experience supporting SharePoint migrations deployments or organizationwide implementations including postdeployment stabilization and issue remediation
• Proven experience performing incident triage analysis and resolution in a production environment
• University or Community College diploma/degree in Computer Science Information Technology or a related discipline or equivalent professional experience
  
  

Nice-to-have:

1. Public Sector Experience