Collaboration & Microsoft Product Support Officer at Wema Bank Plc

Job Summary

The Collaboration & Microsoft Product Support Officer is responsible for the administration, support, and optimization of the bank's Microsoft 365 ecosystem and collaboration platforms. The role ensures high availability of collaboration tools - including Microsoft Teams, SharePoint, Exchange Online, and OneDrive - while providing technical support and training to staff across the organization.

JOB RESPONSIBILITIES

• Administer, configure, and maintain Microsoft 365 services including Teams, SharePoint Online, Exchange Online, OneDrive, and Power Platform.
• Provide L2/L3 technical support for all Microsoft collaboration tools and ensure timely resolution of incidents and service requests.
• Monitor the health, performance, and availability of Microsoft 365 services and implement proactive measures to prevent downtime.
• Manage user accounts, licenses, permissions, and access controls within the Microsoft 365 tenant.
• Design and implement SharePoint sites, Teams workspaces, and OneDrive configurations in alignment with business requirements.
• Collaborate with security and compliance teams to enforce Microsoft 365 data governance, DLP policies, and conditional access configurations.
• Develop and maintain documentation for Microsoft 365 configurations, processes, and support procedures.
• Conduct user training, awareness sessions, and adoption campaigns to promote effective use of collaboration tools.
• Evaluate and recommend new Microsoft features, updates, and integrations to enhance productivity across the bank.
• Manage Microsoft 365 tenant settings, update policies, and licensing in alignment with IT governance standards.
• Coordinate with Microsoft support and vendors on escalated incidents and service improvement initiatives.
• Provide support for hybrid environments involving on-premises Active Directory, Exchange, and Azure AD.

Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Specialized Knowledge: In-depth knowledge of Microsoft 365 services (Teams, SharePoint, Exchange Online, OneDrive, Power Platform). Familiarity with Azure Active Directory, Intune, and Microsoft security and compliance tools.
• Skills    Strong troubleshooting and problem-solving skills for Microsoft collaboration platforms. Good communication and training delivery skills. Ability to manage multiple support tickets and projects simultaneously. Familiarity with PowerShell scripting for Microsoft 365 administration.
• Professional Certification: Microsoft 365 Certified: Modern Desktop Administrator, Teams Administrator, or Messaging Administrator certification is required. Azure certifications are an added advantage.
• Experience: Minimum of 3–5 years of experience in administering Microsoft 365 or collaboration platforms in an enterprise environment. Experience in financial services or regulated industries is an added advantage.