SharePoint Support Analyst Amecron Nigeria Limited

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 [email protected] with the job title as the subject of the mail.

Job Type: Full-time

Application Deadline: 30/06/2023

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