Operations Analyst - Messaging and Sensei PPM Support

Job Summary: We are seeking a skilled and motivated Operations Analyst - Messaging and Sensei PPM Support (IT Ops Analyst IV) to join our Operations department. The ideal candidate will be responsible for providing support for Exchange Online, messaging services, and Sensei PPM. This role involves assisting in the analysis, design, testing, documentation, and implementation of changes to IT services, solutions, and processes. The Operations Analyst will support multiple standardized or a few complex IT services/processes across various functional areas and locations.

Key Responsibilities:

Office 365 Services:

• Provide Level 1 and Level 2 support for Office 365 services, including Exchange Online, Outlook, and other email-related services.
• Manage user mailbox quotas, support legal discovery, regulatory compliance, and other auditing and reporting activities.
• Coordinate with JCI configuration of Microsoft ISA firewalls to front-end OWA, Outlook over HTTPS, and SharePoint portal.
• Provision new user/shared mailboxes in Office 365 and configure resource mailbox options.
• Handle spam blocking, rules modifications, and email flow-related issues.
• Resolve Outlook connection issues, calendar issues, and email flow-related issues.
• Address external users' mail flow issues and Office 365 groups issues.
• Manage spam filtering, whitelisting domains or IP/senders, and archive email issues.
• Provide support for ADFS issues and troubleshooting AAD connect errors.
• Ensure compliance with Office 365 security protocols, including Azure Information Protection, Advanced Threat Protection, and Exchange Online Protection.
• Set up AAD connect to sync on-premise AD with Azure AD and troubleshoot AAD connect errors.
• Sensei PPM Support:
• Provide support for Sensei PPM, including configuration, user support, and troubleshooting.
• Assist in the setup and management of Sensei PPM projects, including project creation, task assignment, and resource allocation.
• Monitor and report on project progress, ensuring timely completion of tasks and adherence to project timelines.
• Provide training and support to users on Sensei PPM functionalities and best practices.
• Collaborate with project managers and stakeholders to ensure successful project delivery and alignment with business objectives.
• Specific Sensei PPM Responsibilities:
• Enable/disable Sensei licenses and apps on Project sites.
• Manage and monitor Project Online and Sensei PPM solution.
• Manage PWA site configurations, permissions, and security groups.
• Enable/disable features on Sensei project sites.
• Create/update/delete Project Online templates, custom fields, and lookup tables.
• Manage PDPs (Project Detail Pages) and Project Types.
• Address requests related to Project Owner, Status Manager changes, and custom fields bulk updates.
• Address issues related to tasks, schedulers, and timesheet approvals.
• Archive closed projects.
• Assist in governance and administration-specific report generation using OData in Excel and Power BI.
• Perform user tracking, updating PPM Champions and users roster file, and periodical user role & license review and cleanup.
• Coordinate with Sensei Support Team for product-related issues and document changes in JCI knowledge center.
• Obtain knowledge on new functionalities or features in Sensei PPM product.
• Perform Project Online configuration backup and replicate configuration to selected sites using FluentPro tool.

Qualifications:

• University degree in a relevant field or equivalent combination of education and experience.
• 3-4 years of experience in IT operations, with a focus on email, Exchange, web mail, messaging, and related services.
• Strong analytical, design, testing, documentation, and implementation skills.
• Excellent problem-solving abilities and experience in resolving medium complexity items.
• Ability to support multiple standardized or a few complex IT services/processes across various functional areas and locations.
• Familiarity with Office 365 services, Exchange Online, Outlook, and other email-related services.
• Knowledge of Office 365 security protocols and AAD connect.
• Strong communication and collaboration skills.
• Additional Information:
• · No direct