IT Service Analyst M365

IT Service Analyst M365

Role Purpose

Reporting to the Collaboration Services Operations Supervisor, the Collaboration Administrator is an operational resource, with an emphasis on Microsoft Office 365. Collaboration Administrator will function as an operational resource to monitor, repair, and remediate issues not resolved by frontline troubleshooting. As a core member of the collaboration, this person will be responsible for helping deliver world class support to a global workforce. The ability to manage multiple tickets/issues concurrently while being a strong communicator to work with various end users and support groups is a key to success

Key Responsibilities

• Supporting users in project based and production deployments of related Microsoft Office 365 technologies.

• Collaboration with frontline support teams for training and education to assist with customer issue resolution.

• Monitor and maintain collaboration SAAS solutions with a focus on Microsoft Office 365.

• Review and utilize solution documentation (Knowledge Base) to manage incident and task related work

• Propose updates to Knowledge Base articles as needed based on work

• Ensure and regularly review monitoring and alerting systems are in place and functioning for system health and performance

• Share information with team members for continuous improvement

• Identify, develop, and document operational processes while continuously looking at how to improve upon existing process, innovation

• Work closely with first and second level support teams to provide quality customer service

• Troubleshoot more complex applications, infrastructure problems or other IT problems that may have a significant impact on our Office 365 service.

• Work with relevant teams to assist with updating and maintaining client-side tools as needed

• Provides escalated support for Business-Critical problems

• Required technical skills

• Understanding of Microsoft 365, including Exchange Online, Microsoft Teams, OneDrive, SharePoint, etc. as well as Active Directory, Microsoft Outlook Client, Windows 10/11 and web-based applications

• ServiceNow ticketing system or similar

• Strong troubleshooting ability – define problem statements, work around, root cause resolution.

• Demonstrated ability to manage multiple tasks.

• Team player with excellent verbal/written communication and interpersonal skills; ability to effectively present information to all levels of the organization.

• Able to change and adjust smoothly as the situation demands.

• Experiences/Education - Required

• Bachelor’s degree in Information Technology, Computer Science, Information Management Systems, Computer Engineering or equivalent

• 2 - 4 years work experience in an IT-based role

• 1+ year of experience in system administration, with a focus on Microsoft 365, Exchange Online, SharePoint, Teams, etc.

• 1+ years’ experience in a production IT environment managing enterprise IT infrastructure, hardware, hosting services and cloud infrastructure.

• Experiences/Education - Desired

• Microsoft certification in Microsoft 365, Exchange Online and Microsoft Teams is a plus

• Understanding Security and Identity and Access Management concepts (IDAM) related to Microsoft 365

• Ability to monitor and understand how vendor outages will be felt by end users of the system

• A job that shapes a life.

• Corning offers you the total package.

• Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.

• Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.

• As part of our commitment to your financial well-being and in addition to full Mexico statutory benefits, we offer food coupons that ease daily costs, and a structured savings fund to support your long-term financial goals.

• Salaried employees are eligible for comprehensive medical and dental coverage. Additionally, all employees are covered by company-sponsored life insurance, total permanent disability protection, paid time off, and have access to our Employee Assistance Program to support you and your family.

• Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.

• Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment.