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Job Title: M365 Modern Workplace SME
Location: Leek Wootton
Job Type: Permanent
Security Clearance: Must hold NPPV3 with SC

Job Purpose

As the M365 Modern Workplace SME, you will be responsible for managing and maintaining M365 Modern Workplace solutions. You will provide technical expertise and support to internal stakeholders while overseeing Email, SharePoint, Viva Engage, Teams, Azure Active Directory, and other Office 365 cloud-based services.

Key Responsibilities

Office 365 Compliance Features: Implement and manage compliance features such as data loss prevention (DLP), eDiscovery, and retention policies to ensure adherence to legal and regulatory standards.

SharePoint Online Administration: Manage SharePoint Online, including site creation, configuration, and maintenance to facilitate collaboration and document management.

Microsoft Teams Deployment and Management: Oversee the deployment and management of Microsoft Teams, configure policies, and integrate with other Office 365 services for enhanced internal communication.

Monitoring and Troubleshooting: Monitor and troubleshoot Office 365 services and connectivity issues using tools like the Microsoft 365 admin centre and PowerShell scripts to ensure optimal performance.

Problem Identification and Resolution: Diagnose and resolve issues, implementing appropriate solutions or escalating where necessary. Provide technical support for software, hardware, account management, access rights, and system configurations.

Documentation: Maintain accurate and up-to-date records of incidents, requests, resolutions, and procedures in the IT service management system (ITSM).

ITIL Adherence: Apply ITIL best practices, including Incident Management, Problem Management, Change Management, and Service Level Management for standardized service delivery.

Continuous Improvement: Identify recurring issues, propose solutions, and participate in knowledge-sharing and training sessions.

Customer Service: Provide excellent interpersonal support and a customer-focused approach to ensure a positive user experience.

Technical Expertise: Stay updated with industry trends, emerging technologies, and best practices to enhance technical knowledge and skills.

Special Conditions

The role is hybrid, with an expectation of travel to the site 1-2 days a week or as required.

Person Specification

Knowledge:

Proficiency in the following Microsoft Products:

Exchange Online / Outlook

SharePoint Online

Viva Engage

Power Platform

Teams

OneDrive for Business

Azure Active Directory / Entra ID

Microsoft role-based certification (Associate level) and relevant product certifications.

Ability to support Power Platform tools such as PowerApps, Power Automate, and Power BI.

Understanding and application of security principles.

Knowledge of ITIL Standards & Processes.

Degree-level education and/or relevant professional certifications (e.g., ITIL, TOGAF/COBIT, Prince2, or equivalent frameworks).

Experience:

Previous experience in System Administrator/Analyst or Application Support roles.

Minimum of 3 years' experience with Microsoft M365 / O365.

Preference for candidates with experience supporting a user base of 2000+ users and working with a Managed Service Provider (MSP).

Experience with specific Microsoft technology specialisms.

Experience managing customer interactions and leading business and technical discussions with internal and external stakeholders.

Key Skills:

Strong problem-solving skills with the ability to gather and analyze information.

High-level communication, negotiation, and influencing skills.

Ability to anticipate and mitigate risks, proposing suitable solutions.

Strong stakeholder and supplier engagement skills with adaptable communication styles.

Excellent interpersonal skills, including listening, empathy, and insight.

Ability to guide and influence organizational change.

Confident in discussing key portfolio issues professionally and persuasively.

Ability to analyze complex business problems and apply systematic solutions.

Strong communication skills for both technical and non-technical audiences.

Customer service-focused with strong attention to detail.

High-quality documentation skills