Cloud Office analysts

Description

In order to support the new ways of working, the client has launched a Digital Workplace program. This program offers new solutions to support mobility, collaboration, communication and information management. A central place in this Digital Workplace is the Cloud Office solution, where the company has chosen the Office365-platform. Different initiatives are currently ongoing around Cloud Office: - A PC-environment, based on Windows 10 and Office365 client applications. - A standardized platform for Unified Communication, based on Teams. - Bringing Teams into the meeting rooms - Collaboration solution, based on a combination of SharePoint Online and Teams. - Enterprise file sync and share solution, based on OneDrive for Business. - Possibly a new mail environment, based on Exchange Online.

Responsibilities

Role and organization:

We are looking for a Cloud Office Operations Analyst to integrate an existing team. The candidate will be involved in all aspects of the services, including new developments/implementations, bug finding and resolution, incident management, change requests, access rights management & advices to end-users. Based on detailed analysis, and following guidelines and market best practices the candidate will contribute to the delivery of the service to the end-users, by ensuring the initial analysis of new requests as well as incidents resolution. The candidate will also participate in the design of new solutions in collaboration with the technical teams (Workplace Support, Meeting Room Support, System administration, Networks, Security, …) and in close collaboration with the Infrastructure Architect and the Cloud Office Technical Architect.

Role and responsibilities:

✓ Assure stable functioning of the Cloud Office services by

  • Diagnosing incidents and their root cause. Searching for recurrent problem patterns.
  • Proactively detecting sources for future problems.
  • Identify impediments (technical and non-technical) in our current infrastructure set-up that may hamper us in the realization of our goals. Advise and propose structural solutions (technical and non-technical) to these impediments and propose alternative (temporary) workaround solutions that help us in realizing our short-term targets.
  • Track and report on service metrics for Cloud Office services.
  • Analyze and document business requests for new functionalities

✓ Support the technical teams in their incident and problem diagnosis.

✓ Collect and analyze incoming requests and incidents. Ensure the follow-up of all requests and incidents till their resolution. Ensure communication with end users & other teams around new requests and incidents.

✓ Solve/implement requests and incidents whenever possible. Whenever not possible, dispatch them to more senior members of the team.

✓ Open and follow-up incidents with Microsoft

Skills

  • We are looking for a motivated experienced (min. 5 year relevant experience) Office 365 Operations Analyst.
  • Excellent analytical skills
  • Profound knowledge of the Office365-architecture is a must. Teams Administration knowledge is crucial.
  • Good knowledge of standard Workplace tools (other than Office 365)
  • Strong communication skills and able to create impact.
  • Understanding of network concepts and able to troubleshoot network related issues with the Network team
  • Can work both autonomously and in team.
  • Able to lead people from different teams with different skillsets towards a common goal.
  • Problem solver (structurally)
  • Experience level: medior.
  • Language skills: Ability to communicate in Dutch (spoken), French (spoken) and English (written).

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BRJ22845

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