THIS IS YOUR JOB

ITSM360 Administration & Configuration

• Deploy, configure, and maintain ITSM360 apps on SharePoint Online.
• Manage app installations and upgrades in the SharePoint App Catalog and ensure seamless integration across environments.
• Configure ticketing workflows, forms, service catalogs, and notification templates within ITSM360.
• Set up Power Automate flows to integrate ITSM360 with Outlook, Teams, and external systems.
• Troubleshoot issues related to ITSM360 apps, coordinating with developers when necessary.

SharePoint Online & Office 365 Administration

• Configure regional settings, site navigation, themes, logos, and branding according to customer requirements.
• Maintain SharePoint document libraries and ensure integration of attachments from tickets and emails.
• Manage user access and security roles through Azure Entra ID and the Office 365 Admin Center.

Agent Support

• Assist IT support representatives in using ITSM360 apps effectively.
• Provide training sessions and documentation for internal teams and clients on ITSM360 and SharePoint functionality.
• Act as the point of contact for incident resolution, service requests, and escalations.

Automation & Scripting

• Work with PowerShell scripts
• Integrate ITSM360 processes with Power Platform tools (Power Automate, Power BI) to improve efficiency.

Collaboration & Continuous Improvement

• Work closely with developers, project managers, and business stakeholders to gather requirements and implement changes.
• Stay updated on ITSM360 feature releases, SharePoint Online updates, and Office 365 enhancements.
• Ensure ITIL-aligned best practices are followed for ticket management, incident resolution, and service requests.

YOUR QUALIFICATIONS

Required Skills

• Proven experience in Office 365 administration and SharePoint Online site configuration.
• Hands-on experience with the Microsoft Power Platform (Power Automate, Power Apps, Power BI) for process automation and integration.
• Familiarity with Entra ID for user provisioning and permissions management.
• Solid understanding of ITSM processes (incidents, service requests, changes, and problems) aligned with ITIL best practices.
• Strong troubleshooting skills for SharePoint Online and Power Automate workflows.

Preferred Skills

• Experience in configuring self-service portals and customizing service catalogs.
• Knowledge of PowerShell scripting for automation.
• Understanding of SPFx app deployment and management in tenant-level app catalogs.

Personal Attributes

• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.
• Proactive, detail-oriented, and comfortable working in a cross-functional team environment.
• Ability to manage multiple priorities and work independently when required.