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General Summary:

The External Support Analyst is responsible for operation of extranet sites that use Microsoft SharePoint based technologies. Specific responsibilities are to follow and/or establish standards for external support access requests, usage, and administration of accounts. This includes keeping track of system reliability, availability, monitoring, application support; as well as research, recommendation, and implementation of new technologies. The responsibility also includes learning and assisting in Microsoft SharePoint administration.

Duties and Responsibilities:

1. Serves as external support expert for SharePoint based Supplier Portal.
2. Supports external facing mobile applications support.
3. Provides account maintenance support for External Active Directory and RSA / SecureAuth.
4. Monitors the external support mailbox and responds to all correspondence within agreed upon service level.
5. Monitors and trouble-shoot of all site/user-creation workflows.
6. Documents all issues and resolutions for knowledge management.
7. Creates, maintains, and validates training and reference materials.
8. Processes efficiently all service requests for the extranet, including appropriate escalation to development team when needed.
9. Works with management in various departments to improve their understanding and usage of all externally facing technologies.
10. Identifies process/system enhancements and provides clear explanation of the benefits.

Education, Experience, Certification and/or Licensure:

1. Degree in Information Technology, Computer Science or other related field.
2. Exposure to end-user support applications, utilities, and procedures will be preferred.

Knowledge, Skills and Abilities:

1. Excellent oral and written communication skills.
2. Excellent interpersonal skills.
3. Strong technical foundation and problem solving skills with an ability to prioritize and execute tasks.
4. Strong analytical and creative problem solving skills.
5. Customer service orientation.
6. Proficiency in Microsoft Office Applications (Word, Excel, PowerPoint, Project Management) and Microsoft SharePoint preferred.
7. Knowledge and understanding of web applications from overall architecture is desirable.
8. Knowledge of overall architecture of Web and Mobile applications from a technology support view point is preferred.
9. Experience in creating training materials and quick reference guide is a plus.
10. Familiarity with ITIL or other service based IT framework for organizing service activities will be a plus.