IT Senior Support Specialist

7 days ago

Manila, National Capital Region, Philippines JBW Managed Services and Consulting Corp Full time ₱900,000 - ₱1,200,000 per year

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.

  • Collaboration & Documentation

  • 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)
  • Microsoft certifications (e.g., MS-900, AZ-104)
  • ITIL Foundation certification
  • 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

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