Global Systems Analyst

Position Overview

The Global Systems Analyst oversees enhancing Encore's global systems and services. This involves the end user experience area, where the analyst will design, develop, implement/improve automation, orchestration, workflows, reporting, and support and maintenance of systems and services. The Global Systems Analyst will assist various departments with all aspects of Encore IT Operations and provide effective, secure, and economical support for teams including Encore users. This position will also support IT Operations teams by offering project based consultive support to groups outside of IT Operations (i.e., Hargrove, Concise, product management, digital services, etc.). The End User Services Department will be the supervisor of this position.

Key Job Responsibilities 

Global Support

• Work closely with Global IT and stake holders recommending and deploy adoption and improvements, focusing on Automation, Collaboration, and improvement of any workflows.

• Overseeing the continued adoption, improvement of Encore’s global collaborative applications (i.e., 365 Suite of Products, SharePoint, OneDrive, Teams, Viva products, and End User Services Systems) for our global internal/external customers.

• Oversee Organization collaboration tools (Microsoft 365 and other key service systems) and ensuring their availability, security, and compliance. 

• Reviewing new features and updates and work directly with management to develop a strategy for implementation and communications.

• Providing technical support, mentoring, training, and project participation as an SME for collaborative systems (365 Suite of tools Services/Apps, and End User Services Support Systems).

• Recommending and deploy of Microsoft Suite of products and other End User Support Platform adoption and improvements, focusing on Automation, Collaboration, and improvement of any workflows.

• Responsible for monitoring collaborative services and ensure they are working 24/7.

• Ensuring a return on Encore investment by designing and recommending solutions based on existing tools and deployed systems with a focus on maximizing the effective use of system capabilities.

• Evaluating and take ownership of the needs and issues found in the current Microsoft collaborative applications.

• Developing familiarity with the capabilities of low-code apps such as Microsoft Power Apps, Power Automate and other Microsoft tools owned by Encore.

• Engaging with managers and departments to find opportunities for automation and single task solutions.

• Collaborating with other proper internal teams and represent the customers while figuring out solutions and workarounds.

• Partnering with Global Security for administering document governance and compliance

• Working closely with infrastructure and support teams on changes in the Microsoft environment 

• Diagnosing and troubleshooting problems and finding solutions to resolve customer issues including escalation to Microsoft support or other IT teams at Encore.

• Document knowledge in the form of FAQs and knowledge base articles.

• Monitoring Microsoft Roadmap and Message Center and improves the mechanisms for communicating change with our Team Members globally.

Job Qualifications

• BA/BS degree or equivalent work experience in Computer Systems, Application Development, Project management, or related field.  Or equivalent work experience

• 4+ years of successful operations, network or security experience including supporting multiple teams at once

• 3+ years of project management or related experience leading technology initiatives to successful completion

• Knowledge and proficiency in web technologies (JavaScript, HTML, CSS)

• ITIL: Familiarity with ITIL (Information Technology Infrastructure Library) best practices and IT service management frameworks

• Microsoft Product Expert Certification for Admins and/or Expert Certification a plus

• Experience in leading business analysis, requirements gathering, and support experience in an Information Technology department supporting internal and external project assignments

• Experience in various cloud, mobile and technologies, capable of providing, evaluating, and defending recommendations

• Ability to adjust to changing priorities and participation in multiple projects

• Excellent verbal and written communication skills

• Demonstrated ability to work in a team-oriented environment

Competency Group

• Deliver World Class Service

• Hospitality

• Ownership

• Do The Right Thing

• Demonstrates Self-Awareness

• Drive Results

• Ensures Accountability

• See The Big Picture

• Decision Quality

• Manages Complexity

• Value People

• Collaborates

Work Environment

Office

Work is performed primarily in an office environment.  Working times may include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

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