Details
Posted: 29-Jul-22
Location: Durham, North Carolina
Type: Full Time
At Pearson, our purpose is simple: to add life to a lifetime of learning. We believe that every learning opportunity is a chance for a personal breakthrough. That’s why our c.20,000 Pearson employees are committed to creating vibrant and enriching learning experiences designed for real-life impact. We are the world’s leading learning company, serving customers in nearly 200 countries with digital content, assessments, qualifications, and data. For us, learning isn’t just what we do. It’s who we are. Visit us at pearsonplc.com
In Technology Operations we are leading a global initiative to move all our colleagues onto Office365 (client and online) including the rollout of Intune, eCDN and voice for Teams. This work is well underway, and we are looking for experienced O365 engineers to set up and run our operations function for the Microsoft ecosystem.
The ideal person will have high energy, a genuine understanding of how to deliver operations working in collaboration with service desk, engineering and global incident, problem and change management leaders and staying closely aligned to our hosting and network operations teams.
Main Responsibilities
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Implement, Support & Enhance O365 applications like SPO, EXO, Teams with Pearson DWS Architects
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Accountable for maintaining Microsoft technology Evergreen roadmap as part of the Office 365 oversight along with preparation for change and communicating roadmap changes to other relevant teams
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Continual service improvement to minimize the number of self-imposed outages – drive high quality change and release management through automation practices.
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Provides delivery and engineering management and ownership for Microsoft Office 365 based collaboration services to support Pearson’s global businesses spanning Teams, OneDrive, SharePoint, and ancillary products including Power Platform
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Assist Pearson Architects in the development of a solution roadmaps, product catalogues and vision for applications supported.
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Support and maintain key solution integrations, governance, and plugins.
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Day to day process, documentation, KPIs and reporting.
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Building plans and policies for Microsoft collaboration portfolio and associated ancillary services, strategies, and technologies alongside the Microsoft Architects
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Ensuring that key O365 product life cycles are understood, tracked, and communicated with appropriate remediation when required.
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Create & Maintain system documentation, testing, training, run books and post-deployment/upgrade assessments including regular system health checks for O365, including the mobile platform.
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Prepare KB articles and perform knowledge transfer to shift left the processes to helpdesk team
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Work in collaboration with User experience delivery lead and help them prepare user communication guides
What do you need to bring to the role?
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Excellent technical understanding of the end user landscape and impact on user experience
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Experience supporting mobile, desktop, messaging & collaboration, video and voice within the Microsoft ecosystem and Active Directory
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An analytical mind and an eye for ongoing improvement - including experience building and implementing processes where improvements were needed from the ground up
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Team orientated style of working
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Knowledge of engineering best practices and processes - incident, change, problem, release
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Previous engagements with large programme teams, service transition etc
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Time zone flexibility and experience of working in a globally distributed organization
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Broad thinker who likes to solve problems and is able and willing to step outside their comfort zone to the benefit of the wider team. Can see where there is a problem or issue and speaks up
Technical Skills and Abilities (Minimum):
High level of experience and in-depth technical knowledge of Microsoft Office 365 Product Suite and delivering global End User Office 0365 service solutions in an ITIL managed environment.
In-depth technical administration knowledge and +5 years’ experience in an engineering role. Candidate must have at least one area of O365 mentioned below as their core skill set:
Technical Skills, Experience and Abilities (Must have):
