Messaging and Knowledge Management Analyst

Exxon Mobil (Curitiba PR, Brasil) Publicado 15 dias atrás

Job Role Summary

Position will have primary responsibility to provide Level 3 technical and problem resolution support for messaging and collaboration infrastructure components worldwide (Microsoft Exchange 2013/2016 and/or Microsoft SharePoint 2013/2016) .

Candidates have strong technical/analytical/communication skills, are quick learners, and capable of working in a global, virtual team.

Job Role Responsibilities

Primary Job Functions

• Work as member of 24x5 follow-the-sun team to provide Level 3 support for the global messaging & collaboration environment.

• Rotate as on-call member during weekends (12 hours coverage for West time zone).

• Respond to problem tickets and service requests following Problem Management Best Practices, which includes communication/coordination with Level 2 organizations, end users and external vendors (Microsoft/Apple/Cisco/etc.).

• Analyze log files and server events to identify root cause of failure and appropriate resolution.

• Project coordination and/or execution for messaging related initiatives.

• Participate in global virtual team spanning multiple time zones.

Additional/Other Responsibilities may include:

• Support of externally-hosted collaboration services: WebEx eMeeting, and Runaware.

• Manage problem escalations to vendor

• Manage high-impact outages

• Develop additional infrastructure processes as needs are identified

• Develop documentation of processes (as needed)

Expected Level of Proficiency

Preferred Knowledge/Skills/Abilities

Desired Skills/Experience:

• Microsoft/collaboration infrastructure components (Microsoft Exchange 2013/2016 and/or Microsoft SharePoint 2013/2016).

• Server/Network support/operations.

• Network Security and Naming Services, DNS Best Practices

• RFC Compliance for SMTP (RFC 2821, 2822 and 1123), 

• IP troubleshooting tools (DNS/Trace route, etc.).

• Customer support.

• Application support.

• Knowledge on Agile Methodology.

General Skills (required):

• Good analytical and troubleshooting skills.

• Willingness and ability to learn new technologies and skills through self-initiative.

• Effective verbal and written communication skills.

• Flexibility and enthusiasm to work on a global team with teammates and customers from many different countries.

• Customer focus.

• Adaptability to change.

• Time management.

• Ability to lead small projects.

Behavioral Skills

- Analytical

- Communicates Effectively

- Adapts

- Shows Initiative

- Applies Learning

- Collaborates

Messaging and Knowledge Management Analyst

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