Senior SharePoint Applications/Systems Analyst

TISTA Science and Technology Corporation•Remote-United States, UNAVAILABLE

4d•Remote

About The Position

TISTA Science and Technology is seeking a Senior SharePoint Applications/System Analyst to join our growing team. At TISTA, you’ll do meaningful, mission‑driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We’re proud to serve and hire Veterans, and we put people first in everything we do.

Requirements

Must excel in customer service and customer success, with a demonstrated ability to support end users, build trust, and deliver clear, empathetic, and solutions-focused assistance.
Must have a strong background in technical support is important, but the heart of this role is guiding users through issues, understanding their needs, and ensuring a positive experience from first contact through resolution.
Should be skilled at identifying recurring user pain points, translating them into easy-to-understand knowledge articles, FAQs, and best-practice documentation, and proactively recommending improvements.
Ability to train and coach end users, communicate complex information in accessible ways, and collaborate across teams to ensure consistent, high-quality service delivery.
Five (5)+ years of experience in systems analysis, application support, SharePoint administration, or enterprise SaaS support.
Strong experience supporting SharePointOnline/ Microsoft 365 environments.
Experience supporting enterprise applications in high-volume customer environments.
Proficiency with ServiceNow or comparable ITSM/ticketing systems.
Strong troubleshooting and analytical problem-solving skills.
Experience developing technical documentation and user-facing support content.
Excellent written and verbal communication skills.
Ability to independently manage multiple priorities in a fast-paced operational environment.
Core Competencies: Customer Service Excellence, User Enablement & Training, Technical Troubleshooting, Operational Discipline, Documentation & Knowledge Management, Cross-Team Collaboration, Communication & Empathy, Continuous Improvement Mindset

Nice To Haves

Familiarity with Configuration Management and operational governance practices.
Experience with business process management and workflow improvement.
Foundational to intermediate data analytics experience.
Familiarity with SharePoint integrations and SaaS platform support.
Working knowledge of HTML, CSS, JavaScript, or similar web technologies for low-level troubleshooting.
Experience supporting federal or healthcare environments.
ITIL Foundation certification preferred.

Responsibilities

Provide enterprise-wide support for SharePoint Online and Microsoft 365 users within the VA environment.
Respond to high-volume technical inquiries related to SharePoint functionality, file management, permissions, workflows, and integrations.
Deliver exceptional customer support focused on issue resolution, user success, and service quality.
Troubleshoot and document application, access, and integration issues.
Create and maintain knowledge articles, FAQs, user guides, and support documentation.
Train and coach end users on SharePoint best practices and platform usage.
Support Change and Configuration Management processes and documentation.
Manage and track incidents, requests, and escalations using ServiceNow or similar ITSM platforms.
Collaborate with engineering teams, business stakeholders, and platform administrators to improve service delivery.
Identify recurring operational issues and recommend workflow or process improvements.
Assist with reporting, analytics, and operational tracking activities.