IT Senior Support Specialist
3 weeks ago
IT Senior Support Specialist - MS365 and ServiceNow Administrator Job Responsibilities – IT Senior Support Specialist - MS365 and ServiceNow Administrator ESSENTIAL DUTIES AND RESPONSIBILITIES Platform-Focused Technical Support Provide advanced troubleshooting and resolution for issues related to Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and ServiceNow (ITSM, CSM, workflows, automation). Respond to escalated support tickets involving platform-specific errors, configuration issues, and user experience problems. Perform root cause analysis for recurring incidents within Microsoft 365 and ServiceNow environments. Deliver remote support using tools such as PCDuo, Intune, Microsoft Teams, and ServiceNow. Configuration, Implementation & Change Management Oversee configuration and optimization of Microsoft 365 and ServiceNow environments, including user roles, permissions, workflows, and integrations. Lead or support platform implementations, upgrades, and feature rollouts in coordination with onshore teams. Manage change requests and ensure proper documentation, testing, and communication of changes in alignment with ITIL practices. Collaborate with Business Analysts and stakeholders to align platform capabilities with business needs. Identity & Access Management Provision, modify, and revoke user access across Microsoft 365, ServiceNow, and other enterprise applications. Maintain Active Directory and Azure AD accounts, group policies, and access controls. Ensure access provisioning complies with internal policies, security standards, and regulatory frameworks (e.g., HIPAA, HITECH). Participate in periodic access reviews and support audit activities. Work closely IT Access Provisioning team to support onboarding, offboarding, and role changes. Document solutions, SOPs, and contribute to the internal knowledge base. Support continuous improvement initiatives related to platform performance, user experience, and service delivery. REQUIRED QUALIFICATIONS AND EXPERIENCE Associate’s or Bachelor’s degree in Information Technology or a related field, or equivalent work experience. 3–5 years of experience in IT support or platform administration, with a focus on Microsoft 365 and/or ServiceNow. Strong knowledge of Windows OS, Microsoft 365 services, Active Directory, and basic networking concepts. Experience with ServiceNow ITSM platform, including ticketing, workflows, and reporting. Excellent troubleshooting, documentation, and communication skills. Ability to work independently and manage multiple priorities in a remote team environment. PREFERRED QUALIFICATIONS Microsoft certifications (e.g., MS-900, AZ-104, or equivalent) Experience with scripting (PowerShell, batch) or automation tools Exposure to cloud environments (Azure, AWS) Experience in healthcare, finance, or other regulated industries KEY SKILLS Advanced troubleshooting in Microsoft 365 and ServiceNow Platform configuration and change management Identity and access management Strong documentation and organizational skills Excellent customer service and interpersonal communication Familiarity with remote support tools and multi-line phone systems Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries: IT Services and IT Consulting and Hospitals and Health Care #J-18808-Ljbffr
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