Job Summary
As a SharePoint Support Specialist for the pharmaceutical industry, you will ensure the operational stability of SharePoint-based collaboration and document management solutions. Your focus will be on incident management, platform troubleshooting, and maintaining high availability for Life Sciences clients.
Key Responsibilities
• Provide support for SharePoint Online and on-premises environments, ensuring high availability.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor SharePoint health using Dynatrace and BigPanda, proactively identifying issues.
• Troubleshoot site access issues, workflow failures, and document library problems.
• Collaborate with SharePoint administrators to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting procedures, and user guides in Confluence.
• Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and basic automation using shell scripts and PowerShell.
• Coordinate with Microsoft 365 and Azure teams for cloud-related issues.
• Provide user support and assist with basic SharePoint queries.
Skill Requirements
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in SharePoint support or IT operations.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting and PowerShell skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms (Azure preferred).
• Basic understanding of SharePoint administration and workflows is a plus.
• Excellent problem-solving, analytical, and communication skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.