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US | Business Analyst - Senior Business Analyst
Ref No.: 18-04755
Location: Boston, Massachusetts
Start Date: 11/01/2018
Role: Support Analyst
Work Location: Boston

Job Description
At a global level, follow defined standards in configuring and supporting day to day operations of Microsoft applications - Office 365 services
Main Responsibilities:
• Participate in supporting business solutions dependent on the Office 365 environment including all O365 services – Exchange On Line, Skype for Business, OneDrive, Yammer
• Provide second and 3rd level support to Service Desk and Desk Side agents to help resolve end user escalations
• Engage with end users for in-depth troubleshooting for persistent or uncommon issues
• Provide technical advice and coaching to Internal Service Desk and Desk Side support staff
• Update service Knowledge Base and Service Recover Documents with new solutions.
• Escalate to vendor critical incident and support Problem Management when assigned
• Complete all assigned incidents, thoroughly and within committed SLA's
Knowledge and Skill
• Good understanding of troubleshooting techniques for O365 services
• Strong analytical, evaluative, and problem-solving abilities; ability to focus on timely and efficient resolution and ability to realize when to escalate if required.
• Ability to support non-technical staff and to participate in in-depth technical discussions
• Good understanding of risk management concepts
• Experience with working in a 24/7 operational environment
Experience
• 5+ years of Microsoft end user services including Exchange/Outlook, Windows OS and O365 Services.
• College Degree in Computer Science or equivalent experience, vendor certifications preferred. Strong technical project leading responsibilities
• Strong understanding of Active Directory.
• Good knowledge of networking and network topology