System Administrator O365
Location - Jacksonville, Florida
The core responsibilities of the Service Management Analyst are: -
- Ensures that team members provide timely and considerate customer service to end users.
- Quickly and efficiently addressing any customer escalation.
- Investigating and quickly resolving problems.
- Ensuring Incident and Request queues are actively monitored and kept within KPI SLAs.
- Analyse and identify trends in issue reporting and devise preventative solutions, offering suggestions for process improvements and developing the new procedures.
Key Relationships/Interactions: -
- SRE
- Product Management
- Business Users / Managers
- Project teams
- Incident Management
- IT Facilities Management
- Various internal Support teams e.g. Network Operations.
- Various external vendor support teams
Experience/Exposure
- 3 – 5 years’ experience in IT large corporate environments, specifically in controlled production environments or in Financial Services Technology in a client-facing function.
- 3 – 5 years’ practical experience supporting technical end-user platforms such as:
- Virtual Data Rooms (VDR) / DocuSign / SharePoint Online / OneDrive / MSOffice
- Experience in co-ordinating routine production activities and resource scheduling
- Experience of run-book execution
- Experience of supporting complex application and infrastructure domains
- Experience of supervising a team
- Experience working with SLAs.
- ITIL / best practice service context
- Familiarization with Agile
- Profound analytical skills
- Ability to work in virtual teams and in a matrix structure.
- Working knowledge of incident tracking tools (i.e., Service Now, etc.)
