We are seeking a proactive and technically proficient IT Operations Support Analyst to join the Collaboration Services team. This role is essential for ensuring the stability, performance, and user satisfaction of key customer-facing products, including the MS Teams portfolio (Meetings and Messaging), Miro, Slido, and associated automation tools.

The Analyst will serve as the primary L2 technical contact for our services, utilizing strong diagnostic and problem-solving skills to manage the operational lifecycle of critical collaboration technology.

Key Responsibilities :

Service Operations & Support (L2) :

- Serve as L2 technical support for the Collaboration Services portfolio, directly interfacing with customers to diagnose, troubleshoot, and manage operational issues.

- Perform root cause analysis (RCA) and coordinate with internal core teams (Ford/vendors) to test, implement, and validate solutions for escalated incidents.

- Manage, prioritize, and report out on the flow of work, including requests, incidents, and problems within ServiceNow.

- Manage issues across multiple teams to ensure timely resolution and service restoration.

Technical Consultation & Optimization :

- Review and consult with end-users on application integrations and automations, specifically supporting tools used within the MS Teams ecosystem.

- Leverage technical knowledge of the IT software development lifecycle to understand and manage technology lifecycles for service offerings.

- Actively participate in creating iterations and releases for service offerings, ensuring smooth deployment and minimized user impact.

Strategy & Continuous Improvement :

- Understand core customer needs and validate solutions against business requirements, providing input to the product vision and roadmap.

- Utilize Agile methodologies (Scrum/Kanban) and tools like JIRA to manage processes and prioritize backlogs.

- Contribute to service improvement by performing strong data analysis and gathering metrics to inform decision-making.

Required Qualifications & Skills :

Experience & Education :

- Experience : 5+ years of experience in IT Operations and Technical Support.

- Education : Bachelor's Degree.

Support Tools :

- Proven experience with request/incident/problem management, ticket workflows, and tools (e.g., ServiceNow).

Methodologies :

- Familiarity with Agile Methodologies (Scrum/Kanban) and the JIRA tool.

Technology :

- Hands-on hardware/software support experience, particularly with SaaS/Cloud technologies (e.g., Azure).

Core Competencies :

- Technical Aptitude : Strong technical and problem-solving mindset with the ability to manage complex technical issues.

- Work Management : Exceptional ability to prioritize work, manage multiple assignments, and thrive in a fast-paced environment.

- Self-Starter : Self-motivated with the ability to generate innovative solutions independently.

- Documentation : Understanding of architectural documentation and processes.

Preferred Skills :

Microsoft Power Platform :

- Work experience in Microsoft Power Automate workflow and experience with custom application creation using the Power Platform (e.g., Power Apps).

Development Knowledge :

- Knowledge of development concepts like Java (or J2EE related technologies) is an added advantage.

Collaboration & Communication :

- Strong written and verbal communication skills, including the ability to interact well with customers remotely and extrapolate customer feedback into actionable items.

Security & Vendor Management :

- Knowledge of security best practices, required controls, and risk mitigation. Experience managing supplier relationships and working with global teams.