Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Position Summary:

The Collaboration Operations Support Analyst is responsible for the Level III support of Microsoft 365 Office suite of applications. This includes but not limited to Word, Excel, PowerPoint, One Drive for Business, Teams and SharePoint Online, including Splunk and Python usage. This role acts as application analyst/technician and will be responsible for the day-to-day operations of the environment, critical client escalations and responsible for all production changes and infrastructure deployments.

Job Responsibilities:

Executes processes in support of the IT infrastructure and resources required to plan for, develop, deliver and support IT services and products to meet the needs of a business within required SLAsPrepares for new or changed services, management of the change process and the maintenance of regulatory, legal and professional standardsManage and support infrastructure applications and related data repositories on a day to day basisMonitor, measure, report and review current performance of application services and ensure availability and capacity meet business demand via SplunkApply applicable information security procedures to maintain compliance across infrastructure applications.Manages the performance of systems and services in terms of their contribution to business performance and their financial costs and sustainabilitySupports the development of continual service improvement plans to ensure the IT infrastructure adequately supports business needsFacilitates the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization and initiation of action. Documentation of root causes and implementation of remedies to prevent future incidents.Installs, configures and troubleshoots Application(s) used to support IT ServicesActs as third level resources for Collaboration application(s)Collaborates effectively with their Architecture/Engineering peers for new initiative solution planning, testing/validation, complex troubleshooting, and problem resolutionOn-Call support responsibilities (coverage nights & weekends)

Required Qualifications:

5+ years of experience with Microsoft Office 365Expert experience/knowledge of Office 365 ProPlus/ & Online ApplicationsUnderstands Microsoft MDM tools - Intune, Azure Identity and Rights Management, Enterprise Mobility Suite and ProPlus client behaviors as a result of changesUnderstands M365 suite of products (Teams, OneDrive SharePoint Online, Exchange, etc.)Understanding Exchange, SharePoint, Skype for Business, on premise, online and hybridUnderstands Exchange 2013 & Skype for Business features, migration, and related conceptsExperience migrating large enterprise clients to Office 365Experience with Office 365 deployment from different sources and troubleshooting complex install issuesSCCM, MDT, OS/Application deployment toolset engineeringAccess Database Editing/Setup DSN ConnectionsKnowledge and experience with managing and administering Office 365 (user provisioning / de-provisioning, permissions, access, etc.) thru Microsoft 365 Admin CenterProficient communication and presentation skillsProficient technical writing skills using MS Office suite - PowerPoint, Visio, Word, Excel, ProjectProficient with Project Management Concepts: Six Sigma, MBF, ITILAdvanced technical knowledge with Active DirectoryAssist administration teams with troubleshooting network/server issues and testing of system related issuesInstalls, configures, and troubleshoots Office ApplicationProven experience in problem identification, troubleshooting and resolutionExperience with the incident, change and problem management disciplines; and knowledge of the Remedy ITSM application toolsetAbility to work with minimal supervisionOccasional On-Call support responsibilities (coverage nights & weekends)

Desired Qualifications:

Bachelor’s degree in an IT related field, or commensurate experienceStrong analytical skills/problem solving/conceptual thinkingAbility to work with technical and non-technical business usersAssist with internal efficiencies on projects and developmentScripting knowledge is a plusCollaborates effectively with their Architecture/Engineering peers for new initiative solution planning, testing/validation, complex troubleshooting, and problem resolutionAutomation skills to reduce manual activitiesProven team player who can work comfortably in a multicultural environmentProven ability to work independently, multi task and effectively work in a complex environment with a global team structureExcellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.  Detail oriented and organizedMust be pro-active, enthusiastic, flexible, results driven with attention to detailStrong problem solving and critical thinking skillsMotivation to achieve results and the ability to quickly integrate into teams

Skills:

Innovative ThinkingProduction SupportResult OrientationRisk ManagementSolution DesignAdaptabilityAnalytical ThinkingCollaborationInfluenceSolution Delivery ProcessArchitectureAutomationDevOps PracticesProject ManagementStakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40