Job
Title: SharePoint Support Analyst
Job
Purpose:
The SharePoint & Intranet Support is responsible for day-to-day operation and management of the company corporate repository.
You will Work within the DRM Services SharePoint team, providing production support of core and non-core SharePoint platforms and solutions.
The role holder must have the ability to own and resolve incidents end-to-end and work closely with other technical areas.
The role holder is responsible for providing 2nd level user support for
the SharePoint 2019 service. Support, Run & Maintain of SharePoint On-premises
and SharePoint Online (Hybrid)
- Provide functional support to
users on Sharepoint 2019
- Monitor and close out request
service catalogue on ServiceNow within Service Level Agreement (SLA)
- Monitor and close out incident
tickets on ServiceNow.
- Provide weekly report of DRM
activities and highlights on every Friday for review.
Principal
Accountabilities:
1.1
SharePoint Support Services
The
CONTRACTOR shall be responsible for providing SharePoint, Support Services
which shall include but not limited to;
- Managing and checking the
overall NG SharePoint health and functionality
- Provide NG- SharePoint
functional support
- Monitoring SharePoint trends
(e.g. site usage and growth, disk space usage and growth)
- Regularly auditing NG
SharePoint environment for stability and performance
- Site creation and lists &
user enablement
- Attend to incidents ticket on
ServiceNow
- Attend to ServiceNow on
Sharepoint to close out users request within SLA
- Participates in weekly change
advisory board meeting.
- Resolving and managing incidents
– contacting users and resolving SharePoint problems within SLA
- Provide knowledge-based
training on using SharePoint to users.
- Efficient on the use of
InfoPath, SharePoint Designer, Nintex workflows and Sharegate application.
- Updating online help sites for
users to help with self-service and reduce queries to the team
- Manage ad hoc requests and
Mailbox monitored for queries
- Contribute to performing
technical analysis on current issues submitted to the team and be able to
offer solutions to reduce tickets.
- Ability to perform SharePoint
upgrade and fix prost upgrade issues
- Ability to write and execute
script for repetitive processes on Sharepoint.
- Excellent interpersonal
skills-'Customer Focus'
- Manages customer expectations
effectively
- Good stakeholder management as
dealing with users from all areas of the business
- Manage the queue on a
rotational basis and assign tickets to the other members if the team.
- Contribute to Incident
reduction initiatives; actively provide solutions to potential automations
and other ways for tickets reduction
Key
Challenges:
- Safety, security, and
confidentiality of Documents.
- Follow-up on customer issues
and provide an e2e solution.
- Action ServiceNow tickets
within 48 hrs.
- Ability to handle difficult
customers
- Prioritising issues based on
business demand
Job
Knowledge, Skills & Experience:
- A Science or Engineering
graduate, with minimum eight (8) years’ experience on managing SharePoint
in a complex environment.
- Sound knowledge of Document
management, Information Management Processes & Sharepoint.
- Basic understanding of the
components of common web technology (HTML, CSS, JavaScript)
- Good communication and
networking skills are mandatory.
METHOD
OF APPLICATION: Send CVs to cv@amecronng.com with the job
title as the subject of the mail.
Job
Type: Full-time
Application Deadline: 30/06/2023
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