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External Support Analyst Location: US-NC-Greensboro Jobcode: S16274953872957266 Email Job
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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: - Serves as external support expert for SharePoint based Supplier Portal.
- Supports external facing mobile applications support.
- Provides account maintenance support for External Active Directory and RSA / SecureAuth.
- Monitors the external support mailbox and responds to all correspondence within agreed upon service level.
- Monitors and trouble-shoot of all site/user-creation workflows.
- Documents all issues and resolutions for knowledge management.
- Creates, maintains, and validates training and reference materials.
- Processes efficiently all service requests for the extranet, including appropriate escalation to development team when needed.
- Works with management in various departments to improve their understanding and usage of all externally facing technologies.
- Identifies process/system enhancements and provides clear explanation of the benefits.
Education, Experience, Certification and/or Licensure: - Degree in Information Technology, Computer Science or other related field.
- Exposure to end-user support applications, utilities, and procedures will be preferred.
Knowledge, Skills and Abilities: - Excellent oral and written communication skills.
- Excellent interpersonal skills.
- Strong technical foundation and problem solving skills with an ability to prioritize and execute tasks.
- Strong analytical and creative problem solving skills.
- Customer service orientation.
- Proficiency in Microsoft Office Applications (Word, Excel, PowerPoint, Project Management) and Microsoft SharePoint preferred.
- Knowledge and understanding of web applications from overall architecture is desirable.
- Knowledge of overall architecture of Web and Mobile applications from a technology support view point is preferred.
- Experience in creating training materials and quick reference guide is a plus.
- Familiarity with ITIL or other service based IT framework for organizing service activities will be a plus.
The Structures Company
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