SharePoint Support Analyst at Amecron Nigeria Limited

Job Purpose:

The SharePoint & Intranet Support is responsible for day-to-day operation and management of the company corporate repository. You will Work within the DRM Services SharePoint team, providing production support of core and non-core SharePoint platforms and solutions. The role holder must have the ability to own and resolve incidents end-to-end and work closely with other technical areas. The role holder is responsible for providing 2nd level user support for the SharePoint 2019 service. Support, Run & Maintain of SharePoint On-premises and SharePoint Online (Hybrid)

• Provide functional support to users on Sharepoint 2019
• Monitor and close out request service catalogue on ServiceNow within Service Level Agreement (SLA)
• Monitor and close out incident tickets on ServiceNow.
• Provide weekly report of DRM activities and highlights on every Friday for review.

Principal Accountabilities:

SharePoint Support Services

The CONTRACTOR shall be responsible for providing SharePoint, Support Services which shall include but not limited to;

• Managing and checking the overall NG SharePoint health and functionality
• Provide NG- SharePoint functional support
• Monitoring SharePoint trends (e.g. site usage and growth, disk space usage and growth)
• Regularly auditing NG SharePoint environment for stability and performance
• Site creation and lists & user enablement
• Attend to incidents ticket on ServiceNow
• Attend to ServiceNow on Sharepoint to close out users request within SLA
• Participates in weekly change advisory board meeting.
• Resolving and managing incidents – contacting users and resolving SharePoint problems within SLA
• Provide knowledge-based training on using SharePoint to users.
• Efficient on the use of InfoPath, SharePoint Designer, Nintex workflows and Sharegate application.
• Updating online help sites for users to help with self-service and reduce queries to the team
• Manage ad hoc requests and Mailbox monitored for queries
• Contribute to performing technical analysis on current issues submitted to the team and be able to offer solutions to reduce tickets.
• Ability to perform SharePoint upgrade and fix prost upgrade issues
• Ability to write and execute script for repetitive processes on Sharepoint.
• Excellent interpersonal skills-'Customer Focus'
• Manages customer expectations effectively
• Good stakeholder management as dealing with users from all areas of the business
• Manage the queue on a rotational basis and assign tickets to the other members if the team.
• Contribute to Incident reduction initiatives; actively provide solutions to potential automations and other ways for tickets reduction

Key Challenges:

• Safety, security, and confidentiality of Documents.
• Follow-up on customer issues and provide an e2e solution.
• Action ServiceNow tickets within 48 hrs.
• Ability to handle difficult customers
• Prioritising issues based on business demand

Job Knowledge, Skills & Experience:

• A Science or Engineering graduate, with minimum eight (8) years’ experience on managing SharePoint in a complex environment.
• Sound knowledge of Document management, Information Management Processes & Sharepoint.
• Basic understanding of the components of common web technology (HTML, CSS, JavaScript)
• Good communication and networking skills are mandatory.