IT Operations Support Specialist

Dearborn, Michigan IT Operations Support Specialist #1050885

• The Collaboration Services team is focused on delivering amazing experiences. The Collaboration Services portfolio includes several customer-facing product offerings such as the MS Teams portfolio (Meetings and Chat), Miro, Slido, and tools to support MS Teams automations.
• The primary responsibilities of collaboration engineering include interfacing directly with the customers of the services, troubleshooting and diagnosing issues, performing root cause analysis, testing and launching new technologies and developing processes to support automation in our tools.
• Another key responsibility is to serve as L2 support for our service portfolio.
• This role is an opportunity to gain detailed insight into collaboration tools that are used across Company and get hands‑on experience in IT Enterprise Platform Engineering & Operations.

• Diagnose, manage, test, and implement solutions to resolve operational issues (vendor MGMT)
• Triage escalated issues and work together with core teams (vendors)
• Manage and prioritize the flow of work
• Understand customer needs and validate solutions
• Develop and launch new technologies, such as AI/LLM features, API usage/processes and 3rd party MCP connection/setup
• Develop and support Azure application automation and integrations
• Assist in launching secure technologies and features
• Utilize Agile methodologies, processes, and tools
• Participate in planning, testing and supporting new iterations/releases for the service offerings
• Manage and report out on requests, incidents, problems in Service Now
• Manage issues that span across skill teams

• Bachelor's Degree
• Hardware/Software support, experience with SaaS technologies & vendor management
• Experience with API's, MCP technology, Power Automate workflows and custom Azure BOTs
• Self-starter with a technical and problem-solving mindset
• Experience with Azure platform and Microsoft administration (policies, licensing, configuration)
• Technical knowledge of IT software development cycle;
  Technology lifecycle
• Experience with request/incident/problem management, ticket workflows and tools
• Familiarity with Agile Methodologies (Scrum/Kanban) and the JIRA tool
• Understanding of Architectural documentation and processes
• Experience in project management, meeting timelines and launching secure solutions correlating to business requirements
• Ability to prioritize work, manage multiple assignments and develop innovative solutions

• Supplier relationship experience and familiarity working with global teams
• Knowledge of security best practices, required controls, threat modeling and risk management
• Experience working with end users and leadership in a fast-paced environment

• Azure
• Application Support
• Application Testing
• Application Training
• Cloud Architecture
• Data Analysis
• Data Management
• Desktop Applications
• IT Operations
• IT Support
• Microsoft Azure
• Microsoft Sharepoint
• SaaS
• Automation
• Materials Management
• Troubleshooting (Problem Solving)
• Testing - Test
• Systems Analyst

• Technical Customer Support
• Vendor Management

• Senior Specialist Exp: 7+ experience in relevant field.

• High School Diploma / GED, High School Student

• Bachelor's Degree