Job Description

The SharePoint Administrator is pivotal in providing exceptional support and operations management within the organization. This role focuses on independently resolving technical issues, conducting root cause analyses, and ensuring adherence to quality standards. The SharePoint Administrator contributes to enhancing customer satisfaction through effective ticket management and value-adding activities.



(1.)

Key Responsibilities

1. Provide Technical Support For Sharepoint Environments By Independently Resolving Tickets Within Agreed Slas, Ensuring Compliance With Quality Standards And Company Policies.



2. Conduct Root Cause Analysis On Escalated Incidents To Identify Underlying Issues And Implement Effective Solutions, Enhancing Overall System Stability.



3. Facilitate Knowledge Base Updates And Management By Documenting Solutions And Best Practices, Contributing To Continuous Improvement Efforts.



4. Deliver Training And Coaching To New Team Members And Analysts, Fostering A Culture Of Learning And Skill Development Within The Support Team.



5. Ensure A Positive Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases, Directly Impacting Customer Satisfaction Metrics.

Skill Requirements

1. Proficient In Sharepoint Administration, Including Site Creation And Management, User Permissions, And Content Management.



2. Strong Understanding Of Ticketing Systems And Incident Management Processes.



3. Familiarity With Root Cause Analysis Methodologies And Problem-Solving Techniques.



4. Excellent Communication Skills For Effective Customer Interaction And Team Collaboration.



5. Basic Knowledge Of Powershell Scripting For Sharepoint Administration Tasks.

Certification

1. Microsoft Certified: Sharepoint Administrator Associate (Optional But Valuable).

No. of Positions

1

Skill (Primary)

DWP-UMC-COLLABORATION SERVICES

Auto req ID

1605964BR