The Intranet Support Specialist will perform first-level support and product management functions for the intranet and team site collaboration platform. Open to New York, Los Angeles, Chicago, San Francisco, Palo Alto, Washington DC, Boston, Colorado, Seattle, San Diego locations. What you'll do:
- Maintain and support the firm SharePoint online intranet environment
- Act of first point of escalation for service desk tickets related to the intranet and collaboration platforms
- Work with end users to assess new SharePoint requests and translate into requirements
- Track and manage internal and third-party development or change requests
- Interact with end users to address questions regarding use of the platforms
- Assist with onboarding and provide ongoing support for content owners to solve users' issues provide ongoing support effectively and efficiently
- Understand end user pain points, clearly communicate their concerns internally, and help influence product decisions that will create a better user experience
- Help develop and implement a customer success plan to better serve our users at scale which might include knowledge, training, marketing, and customer success tactics
- Create and maintain project planning documentation, including business end-user requirements, user and administrative workflows, key performance indicators and quality assurance procedures
- Assist with coordination of training, support, documentation and resource materials in support of processes and systems
- All other duties as assigned or required
What you'll bring: Required:
- 3+ years' experience supporting corporate intranets
- Proficient level in SharePoint online and Office 365 suite products
- Understanding of Microsoft SharePoint architecture, including the development and deployment of templates and WebParts
- Experience with Delve and Stream
- Current knowledge of industry-accepted best practices and trends
Preferred:
- Bachelor's Degree
- Understanding of Microsoft SharePoint architecture
- Experience with standard project management methodologies
- Experience with business analysis techniques and methodologies
- Experience with user interface design, including creative design and usability
- Legal practice/process experience
- Experience with Microsoft SharePoint (SharePoint Framework experience a plus), the development and deployment of templates and WebParts
- PowerShell familiarity/experience/expertise
Competencies:
- Excellent interpersonal and communication skills
- Demonstrate well-developed organizational, written communication, and analytical skills
- Strong interpersonal skills to interact positively and productively with teams across organization lines, including administrative/executive staff
- Ability to function in a dynamic environment subject to impromptu changes in schedules and priorities
- Strong attention to detail
- Good presence
- Ability to work well with others
- Strong organizational skills with ability to juggle several tasks at once
- Self-motivated
- Reliable and cooperative manner
- Ability to work under pressure and meet deadlines
- Experience working independently with minimal supervision and guidance
- Strong problem solving and troubleshooting skills with experience exercising mature judgment