Job Title: Office 365 Specialist & ITSM Engineer

Location: Boston, MA (3 Days onsite)

Rate: DOE

Job Summary

We are seeking a skilled and experienced Office 365 Specialist & ITSM SME with in-depth knowledge of Jira and Freshservice to join our IT team. The ideal candidate will play a critical role in managing, supporting, and optimizing our Office 365 (SharePoint, Exchange, Teams, Power Platform) as well as implementing and maintaining IT Service Management (ITSM) practices to streamline and improve our service delivery processes. This role requires a proactive problem-solver with a strong technical foundation in Office 365 management/governance and practical experience in ITSM tools and processes, particularly with Jira and Freshservice.

Key Responsibilities

1. Office 365

• SharePoint / Teams / Exchange governance.
• Implement security best practices within Office 365 including identity and access management, security, and data protection.
• Work with the business to provide Power Platform automations/solutions
• Troubleshoot Office 365-related issues and work with the team to resolve incidents quickly and effectively.

2. IT Service Management (ITSM)

• Lead the implementation, management, and continuous improvement of ITSM processes such as Incident, Change, Problem, and Configuration Management.
• Develop and maintain ITSM workflows, ensuring they align with ITIL best practices and business needs.
• Monitor ITSM metrics, identify trends, and recommend improvements to enhance service quality and efficiency.
• Create and maintain detailed ITSM documentation and training materials.
• Enhance and Manage Asset Management Program

3. Jira & Freshservice Administration

- Configure, administer, and optimize Jira and Freshservice to support ITSM processes, workflows, and team collaboration.

- Customize Jira projects, workflows, fields, and reporting dashboards to meet the needs of different teams.

- Integrate Freshservice and Jira with other IT systems and tools to improve service delivery and data flow. With the goal to retire Freshservice.

- Provide user support and training on Jira and Freshservice, addressing any issues or questions from end-users.

4. Collaboration and Support

- Work closely with cross-functional teams to ensure effective communication and collaboration on IT service delivery.

- Act as a subject matter expert on Office 365, ITSM processes, and ITSM tools, providing guidance and mentorship to team members.

- Participate in on-call rotation for critical issues and escalations as needed.

Qualifications

Education & Experience

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
• 3+ years of experience with Office 365 management
• Experience with PowerBI reporting
• 3+ years of experience in IT Service Management, preferably with ITIL certification.
• Technical Skills
• ITSM: Strong understanding of ITSM frameworks (e.g., ITIL) and experience implementing ITSM processes.
• Jira and Freshservice: Advanced knowledge and hands-on experience with Jira and Freshservice, including workflow configuration and reporting.
• Scripting/Automation: Familiarity with scripting languages (e.g., PowerShell, Python) to automate Office365 and ITSM processes.

Soft Skills

- Strong analytical and problem-solving skills.

- Excellent communication and interpersonal skills.

- Ability to work independently and as part of a collaborative team.

- Ability to manage multiple tasks and projects simultaneously.

Preferred Qualifications

- ITIL Foundation or other relevant ITSM certifications.

- Office365 certifications

- Experience integrating Jira and Freshservice with other enterprise tools (Dynatrace, PowerBI, etc.)

- Prior experience with monitoring and performance optimization tools in Office 365.

This role is ideal for a proactive and technically skilled individual who providing solutions, supporting infrastructure, and streamlining IT service processes. If you are passionate about cloud technology, ITSM, and enjoy optimizing service delivery tools, we encourage you to apply!