Job description

Job Duties • Subject Matter Expert (SME) for Microsoft 365 Services: Serve as the lead SME and product specialist for Microsoft 365 services and related collaboration tools. Understand the Microsoft 365 roadmap and align solutions with new features or technologies within NC State policies and guidelines. • Enterprise Collaboration Services Engineering: Perform analysis, planning, design, development, and evaluation of complex collaboration solutions to ensure service level agreements and operational level agreements are met or exceeded. Oversee Microsoft 365 service enablement and adoption across various state agencies. • Tactical Operational Support: Provide incident management, problem management, configuration management, change management, release management, availability management, capacity management, security vulnerability management, IT service continuity, and customer consultation for the Microsoft 365 Tenant. Serve as the senior level support and escalation point for service delivery issues. • Strategic Product Life Cycle Management: Manage the long-term strategy and development of products and services. Define requirements that contribute to a strategic plan supporting the long-term business goals and objectives of the State of North Carolina. Regularly review the strategic roadmap against industry trends and ensure alignment with NCDIT customer needs. • Peer Development and Training: Conduct regular mentoring and training sessions within the Microsoft 365 Tier 2 Operations team. Develop and deliver comprehensive training programs to enable end-users and agency administrators. Develop clear communications to update agency stakeholders on new features, changes, and best practices. Key Knowledge, Skills, and Abilities (KSAs) for Applications Systems Specialist I Knowledge • Expertise in Microsoft 365 Services and other collaboration tools: Extensive hands-on experience with Microsoft 365 services and collaboration tools such as SharePoint, Teams, Exchange Online, Power Platform, information protection, and AvePoint. • Microsoft 365 Roadmaps and Emerging Features: Strong understanding of Microsoft 365 roadmaps, emerging technologies, and the ability to align solutions with new features within NC State policies and guidelines. Skills • Technical Troubleshooting: Proven ability to perform high-level troubleshooting of complex issues and manage incident, problem, configuration, and change management processes efficiently. • Communication: Excellent verbal and written communication skills, with the ability to convey complex technical information to both technical and non-technical audiences. • Mentoring and Training: Strong mentoring skills, with the capacity to conduct regular training sessions and develop comprehensive training programs for end-users and agency administrators. Abilities • Strategic Planning: Ability to manage the long-term strategy and development of products and services, ensuring alignment with the business goals and objectives of the State of North Carolina. • Service Improvement: Demonstrated experience in driving service improvement through Continual Service Improvement (CSI) efforts and processes within Microsoft 365 support teams.

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