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IBM CIO's mission is to create a productive environment for IBMers and continuously improve the work experience. Toolbox@IBM provides IBMers with a wide range of desktop and software-as-a-service (SaaS) tools that help with collaboration across IBM.
The Toolbox@IBM Productivity and Collaboration Tools team is seeking a Technical Specialist Professional to join the team that provides critical support and end user engagement for our offerings, which includes the Microsoft 365 Apps for Enterprise suite and additional 3rd party collaborative storage and plan & track applications. This role will provide key support in the ongoing daily operations of these strategic tools and to SaaS-related transformation projects for the subdomain. The Specialist will provide insight to common issues and usage trends, will engage key users and stakeholders in managing and enforcing tool governance, will support end users, will work to maintain compliance with IBM operational requirements, will provide product feedback to vendors, and will conduct feature testing.
This role would be a great fit for someone with creative and innovative problem-solving skills, a can-do attitude in a rapidly evolving environment, and a willingness to take responsibility for the day-to-day administration of our application operations. The ideal candidate will be looking for continual growth, can think strategically and perform tactically, and wants to make a positive difference that ripples through the organization.
Required Professional and Technical Expertise
• Using SaaS collaborations and productivity tools (e.g., Microsoft 365, Slack, Box, Mural, Monday.com, etc.)
• Analyzing data. Well versed in Microsoft Excel strongly preferred.
• Deploying SaaS applications at scale as an enterprise administrator
○ Familiarity with and experience administering Microsoft 365 Apps for Enterprise (Teams, Office, OneDrive, SharePoint) preferred
• Managing user requests for application customization, integration, and migrations
• Communicating with user communities regarding support tickets, unplanned outages, and maintenance windows
• Developing and maintaining application governance and end user training documentation
• Developing and conducting end user support and training
Qualified Candidates should also possess the following Soft Skills
• Experience working in a dynamic, collaborative, and matrixed Agile environment
• Excellent problem solving and process implementation skills
• Ability to work with cross-functional and cross-departmental teams
• Strong written and verbal communication skills
• Self-directed and accountable
• Fearlessness in the face of the unknown
• Enthusiastic approach to challenges
• Ability to work independently across functions and work with all levels of users and management
• Ability to facilitate meetings and end user engagement activities
Preferred Professional and Technical Expertise
• PowerShell scripting
• Agile project management experience
• Knowledge of Jira for task management
Knowledge of IBM’s SaaS operations requirements, for example, APM, PIMS, EAL, ITSS, GPAs