The administrator is responsible for resolving complex issues, overseeing user access provisioning, and managing the configuration, implementation, and change management of these enterprise platforms. This position plays a key role in ensuring secure, compliant, and efficient deployments of these enterprise applications, while collaborating with remote teams and contributing to continuous improvement initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Platform-Focused Technical Support

Provide advanced troubleshooting and resolution for issues related to Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and ServiceNow (ITSM, CSM, workflows, automation).

Respond to escalated support tickets involving platform-specific errors, configuration issues, and user experience problems.

Perform root cause analysis for recurring incidents within Microsoft 365 and ServiceNow environments.

Deliver remote support using tools such as PCDuo, Intune, Microsoft Teams, and ServiceNow.

Configuration, Implementation & Change Management

Oversee configuration and optimization of Microsoft 365 and ServiceNow environments, including user roles, permissions, workflows, and integrations.

Lead or support platform implementations, upgrades, and feature rollouts in coordination with onshore teams.

Manage change requests and ensure proper documentation, testing, and communication of changes in alignment with ITIL practices.

Collaborate with Business Analysts and stakeholders to align platform capabilities with business needs.

Identity & Access Management

Provision, modify, and revoke user access across Microsoft 365, ServiceNow, and other enterprise applications.

Maintain Active Directory and Azure AD accounts, group policies, and access controls.

Ensure access provisioning complies with internal policies, security standards, and regulatory frameworks (e.g., HIPAA, HITECH).

Participate in periodic access reviews and support audit activities.

Collaboration & Documentation

Work closely IT Access Provisioning team to support onboarding, offboarding, and role changes.

Document solutions, SOPs, and contribute to the internal knowledge base.

Support continuous improvement initiatives related to platform performance, user experience, and service delivery.

Qualification

REQUIRED QUALIFICATIONS AND EXPERIENCE

Associates or Bachelors degree in Information Technology or a related field, or equivalent work experience.

Associates or Bachelors degree in Information Technology or related field, or equivalent work experience.

35 years of experience in IT support or platform administration, with a focus on Microsoft 365 and/or ServiceNow.

Strong knowledge of Windows OS, Microsoft 365 services, Active Directory, and basic networking concepts.

Experience with ServiceNow ITSM platform, including ticketing, workflows, and reporting.

Excellent troubleshooting, documentation, and communication skills.

Ability to work independently and manage multiple priorities in a remote team environment.

PREFERRED QUALIFICATIONS

Microsoft certifications (e.g., MS-900, AZ-104, or equivalent)

Microsoft certifications (e.g., MS-900, AZ-104)

ITIL Foundation certification

Experience with scripting (PowerShell, batch) or automation tools

Exposure to cloud environments (Azure, AWS)

Experience in healthcare, finance, or other regulated industries

KEY SKILLS

Advanced troubleshooting in Microsoft 365 and ServiceNow

Platform configuration and change management

Identity and access management

Strong documentation and organizational skills

Excellent customer service and interpersonal communication

Familiarity with remote support tools and multi-line phone systems

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