Technology Operations Specialist

Job Description:

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!

Position Summary:

The Collaboration Operations Support Analyst is responsible for the Level III support of Microsoft 365 Office suite of applications. This includes but not limited to Word, Excel, PowerPoint, One Drive for Business, Teams and SharePoint Online, including Splunk and Python usage. This role acts as application analyst/technician and will be responsible for the day-to-day operations of the environment, critical client escalations and responsible for all production changes and 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 via Splunk
• 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)

• 5+ years of experience with Microsoft Office 365
• Expert experience/knowledge of Office 365 ProPlus/ & Online Applications
• Understands Microsoft MDM tools - Intune, Azure Identity and Rights Management, Enterprise Mobility Suite and ProPlus client behaviors as a result of changes
• Understands M365 suite of products (Teams, OneDrive SharePoint Online, Exchange, etc.)
• Understanding Exchange, SharePoint, Skype for Business, on premise, online and hybrid
• Understands Exchange 2013 & Skype for Business features, migration, and related concepts
• Experience migrating large enterprise clients to Office 365
• Experience with Office 365 deployment from different sources and troubleshooting complex install issues
• SCCM, MDT, OS/Application deployment toolset engineering
• Access Database Editing/Setup DSN Connections
• Knowledge and experience with managing and administering Office 365 (user provisioning / de-provisioning, permissions, access, etc.) thru Microsoft 365 Admin Center
• Proficient communication and presentation skills
• Proficient technical writing skills using MS Office suite - PowerPoint, Visio, Word, Excel, Project
• Proficient with Project Management Concepts: Six Sigma, MBF, ITIL
• Advanced technical knowledge with Active Directory
• Assist administration teams with troubleshooting network/server issues and testing of system related issues
• Installs, configures, and troubleshoots Office Application
• Proven experience in problem identification, troubleshooting and resolution
• Experience with the incident, change and problem management disciplines; and knowledge of the Remedy ITSM application toolset
• Ability to work with minimal supervision
• Occasional On-Call support responsibilities (coverage nights & weekends)

• Bachelor's degree in an IT related field, or commensurate experience
• Strong analytical skills/problem solving/conceptual thinking
• Ability to work with technical and non-technical business users
• Assist with internal efficiencies on projects and development
• Scripting knowledge is a plus
• Collaborates effectively with their Architecture/Engineering peers for new initiative solution planning, testing/validation, complex troubleshooting, and problem resolution
• Automation skills to reduce manual activities
• Proven team player who can work comfortably in a multicultural environment
• Proven ability to work independently, multi task and effectively work in a complex environment with a global team structure
• Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
• Detail oriented and organized
• Must be pro-active, enthusiastic, flexible, results driven with attention to detail
• Strong problem solving and critical thinking skills
• Motivation to achieve results and the ability to quickly integrate into teams

• Innovative Thinking
• Production Support
• Result Orientation
• Risk Management
• Solution Design
• Adaptability
• Analytical Thinking
• Collaboration
• Influence
• Solution Delivery Process
• Architecture
• Automation
• DevOps Practices
• Project Management
• Stakeholder Management