As a Collaboration Subject Matter Expert (SME), you will leverage your expertise to guide IT and business stakeholders, ensuring alignment with organizational objectives. You will be responsible for the support and governance for M365 products, ensuring performance, reliability, and secure integration. Additionally, you will manage and maintain standards for productivity toolset governance, best practices, and the technical roadmap, working closely with compliance teams to ensure all solutions meet regulatory and organizational security requirements.

Key Responsibilities:

Provide supervision and support to other support staff located in the Philippines, ensuring that best practices and organizational standards are consistently maintained across all distributed teams.

Administer, and help to optimize Microsoft 365, Azure and the other collaboration environments. Develop automated scripts for monitoring, reporting and troubleshooting using tools such as PowerShell, Microsoft Graph API, and Azure Logic Apps.
Deep understanding around support aspects of SharePoint Online, OneDrive, Teams and other M365 services

Lead migration activities including Mergers, Acquisitions, and Divestiture Projects for migrating SharePoint, OneDrive, Email, and other on-premises or cloud apps and services. Lead migrations of BOX, Dropbox, Egnyte, On-premises File Share/Home Share to OneDrive or SharePoint. Identify and migrate shadow IT solutions to organization-approved technologies.

Support PowerApp solutions provisioned for our organization, including understanding of Azure run books

Work with Identity, Security, Information Governance, Legal and Compliance teams to ensure all solutions meet regulatory and organizational security requirements. Responsible for data retention, data protection, data governance, eDiscovery and compliance using Microsoft Purview, Microsoft Defender for Identity, and the other third-party eDiscovery, security and compliance tools.

Ability to support and understand Microsoft data residency and compliance requirements in Microsoft 365 Multi-Geo tenant.

Assist in long-term IT strategies by analyzing business requirements and technology trends. Integrate and leverage AI, Machine Learning, and Generative AI technologies to enhance productivity and collaboration within the Microsoft 365 environment.

Carries out duties in compliance with established business policies and procedures.

Production of KPI reports for Management, including trend analysis and proposals to improve customer service and reduce ticket volumes.

Contribute to our continuous improvement initiatives relating to the processes we use to resolve incidents / change requests.

Maintain process related documentation in accordance with our Change Management policies and processes.

Implement and develop IT service best practices based on frameworks such as ITIL.

Create a strong and efficient support team where there is delegated authority through the governance model and ensure that all areas comply with Abbott policies, processes and quality standards.

Establish a strong and effective working relationship between the Support teams and the Transition Management and Project teams.

Self-motivated, team-oriented approach, able to operate effectively in a busy environment.

This position requires a high level of independent thinking and the ability to solve problems in a fast-paced environment.

Works independently / part of a team to produce solutions in support of customer service level agreements.

Works proactively and uses own initiative to ensure business needs are met effectively.

Undertake any other duties reasonably requested projects as assigned to meet business needs.

Minimum Education / Qualifications

Have an accredited Bachelors degree in computer science, information systems, engineering, business administration, or another relevant discipline.

7+ years’ experience supporting SharePoint Online, OneDrive, Teams and other core M365 Services

5+ years’ working with direct reports as a supervisor or technical lead

Experience managing and supporting SharePoint Online (2019 or Subscription Edition) a plus

Experience in SharePoint Advanced Management and running scripts needed to assist with governance requirements around SharePoint site maintenance

Experience with end-to-end planning and execution for projects around SharePoint, Teams and other M365 migrations

Experience of producing reports for delivery to Management.

Strong leadership qualities and ability to drive a high-performance culture so that team targets and service levels are met or exceeded.

Self-motivated and team-oriented approach, able to work well with direction and independently.

Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external teams.

Experience of improving efficiency and processes within a support environment

5+ years PowerShell scripting experience  (PNP a plus),

Experience with end-to-end planning and execution for projects around SharePoint, Teams and other M365 migrations

3+ years’ experience managing and supporting PowerApps and PowerAutomate solutions

Understanding of Compliance Purview a plus