Job Description

Role Purpose

Reporting into the Head of Applications, the role holder will be responsible for supporting and maintaining Microsoft 365 solutions across Civica Group, particularly Teams and SharePoint Online.

The role holder will also be involved in project delivery of new or improved services working with a wide variety of stakeholders, as well as undertaking continual service improvement activities for all relevant solutions.

Requirements

Principal Accountabilities

The role is accountable for:

• Providing ongoing technical support for Microsoft 365 Technologies, including providing technical input into documentation or knowledge articles to support resolution of support issues.
• Taking ownership of complex technical issues relating to Microsoft 365 solutions, working until resolution is identified providing technical input and updating all stakeholders throughout investigations.
• Reviewing and Implementing new functionality/apps such as Flow, PowerApps. Identifying and documenting best practice and governance around the use of this functionality as well as documenting process and training material describing how the new functionaliy can be applied to Civica to the best advantage.
• Providing expert knowledge in end of product support scenarios, offering best practice guidance to migrate older services onto Microsoft 365 as they reach end of life. Including documenting best practice, governance and process & training material
• Working with project teams and other stakeholders for projects relating to Microsoft 365 solutions and associated technologies; Providing specialist advice, best practice information and appropriate guidance for the project as needed to support a successful outcome.
• Being able to effectively communicate with Stakeholders, Users and Suppliers from all regions and technical backgrounds as required to perform your regular activities.
• Performing regular maintenance, audit, administration and reporting activities for all Microsoft 365 solutions; including health checks, regular scheduled tasks and other activities to ensure a performant & usable service that complies with licence & security requirements.
• Reviewing scheduled and emergency updates to understand their impact to existing functionality; providing guidance, suggesting service amendments and updating documentation as needed.
• Wiritng & maintaining all product documentation and training material as required, adhering to Civica documentation standards.
• Proactively manage and monitor support tickets to resolution, to ensure SLA's are being met.

Essential Competencies

• Fluent English for both written and verbal communication.
• Previous experience of working in an IT Service Support Environment with the support, maintenance and administration of Microsoft 365, particularly SharePoint and Teams.
• Experience and Capability to author and update infrastructure, support and procedural documentation.
• Experience of data management, including data verification and checking as well as inputing/exporting data from systems.
• Microsoft 365 Certification to Fundamentals Level

Mandatory

Experience of working in an IT Support Environment

Experience of specialist Microsoft 365 support

Microsoft Certification (or equivalent work experience)

Benefits

Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality - Financial Times 2021.

Civica is committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. Civica recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.