Service Delivery & Collaboration Support Analyst

• Position Summary
• The Service Delivery & Collaboration Support Analyst provides front-line support for the Enterprise Management Systems team and serves as a key resource for internal customers across the organization. This role is responsible for triaging and managing incoming support requests, delivering end-user training, and performing routine administration tasks for collaboration platforms such as Microsoft Teams and SharePoint.
• The ideal candidate is customer-focused, highly organized, proactive, and eager to learn. They possess a strong service mindset, take ownership of issues from start to finish, and consistently look for ways to improve the user experience.

• Key Responsibilities
• Monitor, triage, and manage incoming requests within the team ticket queue.
• Serve as the first point of contact for users seeking assistance with collaboration and productivity tools.
• Create, configure, and maintain Microsoft Teams, SharePoint sites, and other standard collaboration solutions.
• Fulfill routine service requests and complete low-complexity administrative tasks according to established procedures.
• Deliver end-user training, documentation, job aids, and knowledge-sharing sessions.
• Provide timely and professional customer support while maintaining high levels of customer satisfaction.
• Escalate complex issues to technical specialists as needed and track requests through resolution.
• Assist with user adoption initiatives and promote best practices for Microsoft 365 collaboration tools.
• Identify opportunities for process improvement and contribute to continuous service enhancement efforts.
• Maintain accurate documentation and ensure adherence to governance and operational standards.

Qualifications

• Required
• Strong customer service and communication skills.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• Experience using Microsoft Teams, SharePoint Online, and Microsoft 365 applications.
• Strong problem-solving, organizational, and follow-up skills.
• Ability to work independently while collaborating effectively with team members.
• Positive attitude with a willingness to learn and take initiative.

Preferred

• Experience working with service management or ticketing systems.
• Experience delivering end-user training or creating instructional materials.
• Knowledge of Microsoft 365 administration and collaboration technologies.
• Experience supporting enterprise business users.

• Success Attributes
• Customer-first mindset.
• "Go get 'em" attitude with a strong sense of ownership and accountability.
• Self-starter who proactively seeks solutions and follows through on commitments.
• Team player who enjoys helping others succeed.
• Comfortable learning new technologies and processes quickly.
• Strong attention to detail and commitment to quality service.