Technical Analyst

Assignment Type: Hybrid / Onsite Contract Duration: 6-month contract (with potential 2-month extension) Advantages: - Enterprise M365 & SharePoint Scope: Deliver end-to-end support, permissions management, and administration for modern SharePoint Online sites and document repositories. - Service Delivery Modernization: Manage incident triage, root-cause analyses, and ticket resolution workflows using industry-leading ITSM tools (ServiceNow). - Rollout & Stabilization Leadership: Play a hands-on role supporting organization-wide platform implementations, user onboarding, post-migration issue resolution, and steady-state transitions. - Focus on Client Satisfaction: Develop user training, author knowledge base documentation, and analyze service metrics to promote solution adoption and continuous improvement. Responsibilities: - Provide tiered application support for the enterprise M365 and SharePoint environment, including incident triage, root-cause issue analysis, and resolution. - Manage, track, and document user-reported support tickets through ServiceNow, ensuring timely closure in accordance with service level agreements. - Perform day-to-day administration for SharePoint sites, managing user access permissions, group inheritances, site configurations, and document library content structures. - Advise end-users on SharePoint site usage, document management best practices, and organizational governance standards. - Support enterprise-wide platform implementation and rollout activities, assisting with user onboarding, post-deployment stabilization, and post-migration fix validations. - Perform root-cause analysis on complex incidents and coordinate technical escalations with specialized engineering squads as required. - Collaborate with project and technical teams to identify adoption challenges, evaluate support risks, and mitigate user pain points. - Author, maintain, and update technical support documentation, standard operating procedures, and self-service knowledge base articles. - Deliver targeted user guidance and support sessions to promote platform adoption and effective tool utilization. - Track support metrics, identify recurring incident trends, and present recommendations to leadership for continuous service enhancements. Qualifications: Core Requirements & Support Experience: - Education: University degree or Community College diploma in Computer Science, Information Technology, or a related technical discipline (or equivalent professional experience). - Application Support Tenure: Minimum 3 to 5 years of experience providing application support within an enterprise environment. - M365 & SharePoint Online Expertise: Demonstrated hands-on experience supporting Microsoft 365 and SharePoint Online, including user support, site configuration, permissions management, and issue resolution. - ITSM & Ticket Management: Hands-on experience utilizing enterprise ITSM tools (such as ServiceNow) for ticket tracking, documentation, and service delivery. - Migration & Rollout Support: Proven experience supporting platform migrations, enterprise deployments, user onboarding, and post-implementation environment stabilization. Soft Skills & Client Engagement: - Consultative Communication: Exceptional written and verbal communication skills with the ability to explain complex technical concepts clearly to non-technical users. - Client Engagement & Service Quality: Strong client-facing orientation with a focus on service quality, responsiveness, client satisfaction, and continuous process improvement. - Organization & Collaboration: Strong organizational and multi-tasking abilities to manage competing priorities independently and collaboratively within cross-functional teams.