Collaboration Operations Support Analyst

Bank of America•Charlotte, NC

6h•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for the planning, development, and implementation of infrastructure solutions to meet specific deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and participating in projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems. Position Summary: The Collaboration Operations Support Analyst is responsible for the support of the Enterprise SharePoint Collaboration application platform. This role acts as application analyst who will be responsible for the day to day operations of the environment, critical client escalations and responsible for all production changes and new infrastructure deployments. Executes processes in support of the IT infrastructure and resources required to plan for, develop, deliver and support IT services and products to meet the needs of a business within required SLAs. Prepares for new or changed services, management of the change process and the maintenance of regulatory, legal and professional standards. Manage and support infrastructure applications and related data repositories on a day to day basis. Monitor, measure, report and review current performance of application services and ensure availability and capacity meet business demand. Apply applicable information security procedures to maintain compliance across infrastructure applications. Manages the performance of systems and services in terms of their contribution to business performance and their financial costs and sustainability. Supports the development of continual service improvement plans to ensure the IT infrastructure adequately supports business needs. Facilitates the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization and initiation of action. Documentation of root causes and implementation of remedies to prevent future incidents. Installs, configures and troubleshoots Application(s) used to support IT Services. Acts as third level resources for Collaboration application(s). Collaborates effectively with their Architecture/Engineering peers for new initiative solution planning, testing/validation, complex troubleshooting, and problem resolution . On-Call support responsibilities (coverage nights & weekends).

Requirements

5+ years’ experience with Microsoft SharePoint (2016, SE, & SP Online) & One Drive for Business & Teams.
5+ years Microsoft PowerShell and scripting technologies.
Experience with monitoring technologies (Splunk. SCOM & SiteScope).
Solid understanding of Active Directory, Server, Database (SQL) and networking technologies.
Experience with virtual platforms (client and server) and Microsoft Office products.
Capable of working effectively under a high pressure and demanding work environment.
Proven experience in problem identification, troubleshooting and resolution.
Excellent written and verbal communication skills.
Ability to effectively interface with key software/hardware partners such as Microsoft, AvePoint, etc.
Experience with the incident, change & problem management disciplines; and knowledge of the Remedy ITSM application toolset.

Nice To Haves

ITIL Certification and in depth understanding of ITIL principles, functions and processes is a plus.
Server, Storage & Network experience.

Responsibilities

Manages stability, resiliency, reliability, and performance of supported systems
Fulfills requests from business users and operations and communicates technical status updates with appropriate teams
Captures and translates business requirements into infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
Supports change implementations, proactively identifies potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
Provides release support when needed and manages engagement across audiences
Provides full lifecycle management of the infrastructure and application environments

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