Cloud Application Support Analyst III (Remote)

Thank you for considering a career at Bon Secours Mercy Health!

Primary Function/General Purpose of Position

The Cloud Application Support Analyst III is a member of an agile team responsible for supporting cloud and collaboration applications. This role is responsiblefor resolution of day to day cloud productivity and collaboration application technical issues, interfacing with internal clients and external vendors, communicating and implementing changes as specified by business clients and technical leaders, and participating in large projects related to these applications. This role is on a team responsible for implementing and supporting 3rd party cloud applications including the Office 365 suite, Zoom and other collaboration technologies.

Essential Job Functions

• Provides remote technical support for specific cloud applications including Office 365, OneDrive, Zoom
• Provides how-to and troubleshooting support for cloud apps on Windows, MacOS and mobile platforms
• Engages in tier 2 & 3 troubleshooting on issues identified, providing resolution and remediation
• Collaborates with other support team members and advanced technology resources to resolve issues
• Responds to assigned incidents within service-level agreement (SLA) requirements
• Follows up with customers until resolution
• Provides sufficient documentation within incident management system
• Identifies opportunities for knowledge base articles, updates and corrections
• Provides remote support for integrated teleconference and media sharing rooms
• Creates, edits, and maintains related knowledge articles in knowledge management system
• Collaborates with Audio Visual Team on meeting collaboration technologies support needs
• Manages settings within the Microsoft Office 365 Admin Center that are required to deploy, maintain or enhance the end user experience.
• Monitors and communicates
• Mentors associates in Cloud Application Support Analyst I and II roles
• Creates and tests conditional access policies within Microsoft Azure AD
• Creates and tests policies that impact access to cloud based applications for Microsoft Windows, MacOS and mobile platforms

Licensing/Certification

Microsoft 365 Certified: Fundamentals / Microsoft (required)

Microsoft 365 Certified: Enterprise Administrator Expert / Microsoft (required)

Microsoft 365 Certified: Modern Desktop Administrator Associate /Microsoft (required)

Microsoft 365 Certified: Teams Administrator Associate / Microsoft (preferred)

Education

Bachelor's Degree in the field of computer science, telecommunications, information sciences, or related field (preferred)

Work Experience

5 years of experience supporting Windows and MacOS Desktop Operating Systems (required)

5 years of experience configuring and managing Microsoft Office 365 Admin Center settings (required)

5-7 years of experience providing remote technical support (preferred)

5-7 years of experience supporting Zoom (preferred)

5-7 years of experience supporting Office 365 applications and services including OneDrive and Microsoft Teams (preferred)

5-7 years of experience providing how-to support for mobile applications including OneDrive and Microsoft Teams (preferred)

#BSMHIT

Bon Secours Mercy Health is an equal opportunity employer.

Many of our opportunities reward* your hard work with:

• Comprehensive, affordable medical, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Employer contributions to retirement savings plan when eligible
• Paid time off
• Educational Assistance
• And much more

*Benefits offerings vary according to employment status

Scheduled Weekly Hours:
40

Work Shift:
Days (United States of America)

Department:
SS I&T - Technology & Infrastructure

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health - Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email [email protected]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected].