Cloud Platform & M365 Support Analyst

Project Name: Cloud Program, Cloud Platform Services Scope: Cloud Platform Services supports the client fully integrated Cloud products Cloud landing zones and M365 services that enable Client staff to work more collaboratively and efficiently as they deliver valuable programs and services to Albertans. The Cloud Platform Services area is also responsible for the continuous service improvement and continuous service development of those services and products. Reporting to the Team Lead, client Messaging Services, this role will support various IT services: Exchange Online, MS Teams support, M365 Defender, M365 Purview, and others. This role will be responsible for ticket fulfillment according to service level targets for incidents, changes tickets, and problems related to Microsoft 365 workloads. The role will also provide recommendations, including details of resource requirements, dependencies, interdependencies, policy implications pertaining to internal/external influences and the methodology to be applied in optimizing the configuration of MS Teams, Exchange Online, Microsoft Defender, MS Purview and other cloud-based solutions. This resource will have working knowledge and experience of IT infrastructure environments including general concepts of workstation/server hardware, software build and push strategies, and a general understanding of line-of-business applications and architectures. The resource must have a sound understanding of IT Change and Communication Management and User Acceptance Testing frameworks. We require this resource to have excellent communications skills, both written and verbal. A proven ability to function on an individual basis and in a team environment is essential. Resources awareness of existing client and department IT policies, procedures, standards, guidelines and practices is an asset. Duties: • Apply and interpret how the operation guidelines enhance the department’s way of doing business. • Review new services and technology requests by business area and assess their impact on the operational environment, giving recommendations for remediation. • Assist in developing action plans, schedules, and estimates pertaining to architectural deployment and services delivery. • Assist in developing task lists and resource assignments within the context of architectural planning and deployments. • Evaluate current services and recommend remedial actions where required. • Hands-on implementation, upgrading, troubleshooting of messaging software and hardware infrastructure. • Perform problem diagnosis, troubleshooting and resolution. • Provide quality control on production implementations. • Provide tracking and reporting of time and status on all work as required. • Develop and maintain documentation. • Develop messaging related procedures. • Effective teamwork and proficient communication with team members, management team and supported ministries. • Provide cross training and knowledge transfer to team members. Equipment requirements: • It is preferred if resource has their own equipment, though client will provide laptop/desktop if necessary. Working Hours: • Standard Hours of work are 08:15 – 16:30 Alberta time, Monday through Friday excluding holidays observed by the Province • Work must be done from within Canada, due to network and data security issues. • It is anticipated the role will be remote, however in the event of an onsite meeting, the client does not pay for travel to attend on-site meetings, nor any expenses related to relocation, commuting, housing/accommodation, food/drink.