Senior Analyst, Microsoft 365

University of Guelph • Guelph, ON

1d

About The Position

CCS (Computing and Communications Services) is the central IT department at the U of G (University of Guelph), providing core IT services and technology solutions to the U of G community. CCS has a progressive organizational culture, including a strong learning and development focus, and is committed to its Core Values: Service Culture, Integrity, Individual Leadership, Teamwork, Agility, and Communication.

Reporting to the Manager, Web and Collaborative Applications, the incumbent will lead the operation, support, and continuous improvement of U of G’s M365 (Microsoft 365) implementation, as well as other associated collaboration services. These services are mission critical and are used daily by more than 30,000 U of G students, faculty, and staff. The successful candidate will draw upon a range of project and product management, vendor management, change management, and customer service experiences, as well as a broad technical skillset, to offer day-to-day leadership for the M365 service.

The Senior Analyst leads by example, demonstrating strengths in non-technical behaviours that model the way for others. A successful candidate fosters engagement and collaboration to achieve team goals. The Senior Analyst initiates and develops project plans for email and collaboration solutions and executes on these projects with the team. They act promptly to address operational issues or customer service complaints, and they model a client-focused team culture, establishing service standards and developing strategies to help the team meet them. The successful candidate will be expected to foster open communication both internally and externally, adapting their communication style to accommodate team members and clients, while also anticipating reactions and communicating complex issues clearly and empathetically.

Requirements

• A university degree in computer science, software engineering, or another related field along with seven years of related work experience, or a combination of relevant education and experience
• 5+ years of experience in using, supporting, and administering Microsoft 365 for a large user base
• 5+ years of experience administering email security infrastructure and tools
• Proven ability to successfully communicate, manage, and roll out technical change while minimizing impact to users
• Demonstrated experience with project management and business analysis practices in an agile or hybrid environment
• Strong analytical, interpersonal, and communications skills with the ability to work effectively with non-technical business clients, vendors, and technical team members
• Ability to be self-directed, working individually and as an integral member of a high-performing team

Nice To Haves

• Demonstrated experience in using, supporting, and administering ListServ, Maestro, and Sendgrid for a large user base
• Previous experience in a higher education institution with demonstrated skills in collaboration, communication, and time management

Responsibilities

• Day-to-day administration and operation of U of G’s email and collaboration services, including: Microsoft 365, focused primarily on Exchange mail and calendar, Teams, and SharePoint; Email security infrastructure and tools; Other associated mail and collaboration services including Listserv, Maestro, and SendGrid
• Continuously improving the service offerings, including creating knowledgebase articles, standard operating procedures, and change management for the rollout of new capabilities to the U of G community
• Incident management and problem analysis related to the services
• Technical support and training for the services
• Day-to-day leadership and mentorship for team members, collaborating to administer, operate, and support the services
• Vendor relationship management
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Senior