About the Company
The Collaboration Services team is focused on delivering amazing experiences. The Collaboration Services portfolio includes several customer-facing product offerings such as the MS Teams portfolio (Meetings and Messaging), Miro, Slido, and tools to support MS Teams automations.
About the Role
The primary responsibilities of a support analyst include interfacing directly with the customers of the services, troubleshooting and diagnosing issues, performing root cause analysis, and working with vendors to test and implement changes. Another key responsibility is to serve as L2 support for our service portfolio. This role is an opportunity to gain detailed insight into collaboration tools that are used across Ford Motor Company and get hands-on experience in IT Operations.
Responsibilities
- Diagnose, manage, test, and implement solutions for operational issues
- Triage escalated issues and work together with core teams (Ford/vendors)
- Manage and prioritize the flow of work
- Understand customer needs and validate solutions
- Assist in Developing and communicating the product vision and roadmap
- Utilize Agile methodologies, processes, and tools
- Participate in creating iterations/releases for the service offerings
- Manage and report out on requests, incidents, problems in ServiceNow
- Ability to manage issues across teams
- Review and consult with users on automations and application integrations
Qualifications
Required Skills
- Hardware/Software support experience with SaaS technology
- Ability to prioritize work, manage multiple assignments and work in a fast-paced environment
- Technical and problem-solving mindset
- Technical knowledge of IT software development cycle; Technology lifecycle
- Experience with request/incident/problem management, ticket workflows and tools
- Familiarity with Agile Methodologies (Scrum/Kanban) and the JIRA tool
- Understanding of Architectural documentation and processes
- Strong data analysis skills and experience gathering metrics
- Self-starter and the ability to come up with innovative solutions
- Experience with SaaS/Cloud technologies and Azure
Preferred Skills
- Work experience in Microsoft Power Automate workflow is an added advantage
- Experience with custom application creation and Power Platform
- Strong communication and collaboration skills.
- Ability to interact well with customers remotely
- Ability to extrapolate customer feedback into action items
- Supplier relationship experience and familiarity working with global teams
- Knowledge of security best practices, required controls and risk mitigation
Pay range and compensation package
Specialist Exp: 5+ experience IT Operations Support
Equal Opportunity Statement
We are committed to diversity and inclusivity in our hiring practices.
