M365 Application Engineer-Lincolnshire County Council

M365 Application Engineer
Hybrid - Lincoln, LN2 1BD
Full time, Permanent

Here at Serco, we are seeking a SME on Microsoft M365 environment on the Lincolnshire County Council contract. You will provide advice on new features, updates on incidents and problems and fulfilling requests. Perform the Service Operation function for the ICT Service Delivery Team's Service Catalogue carry out the activities and processes required to manage services at agreed levels to business users and customers. This includes Incident Management, Event Management, Problem Management (first level), Access Management and Request Fulfilment (first level).

As part of this you'll:

1. Provide 3rd line support for all Microsoft M365 issues and requests. The role includes receipt and processing, or escalation of system change requests.
2. Manage current workloads in use are but not limited to SharePoint, Teams, Intune.
3. Be able to face off to the customer senior members to advise, triage and recommend on anything relating to the Microsoft M365 products.
4. Help recommend, design and implement any improvements to the customer or internally using Microsoft M365 products.
5. Review and manage the Microsoft messaging centre to ensure all future changes are communicated and managed. Advising the customer on any future new features.
6. Design and maintain internal Power BI dashboards.
7. Record all activity for inbound incidents and service requests in the designated Call Management System, ensuring that all incidents and service requests that are escalated to other parties contain full details, have the correct category and sub-category designation and are correctly prioritised.
8. Liaise with 3rd parties to log Incidents and Service Requests.
9. Liaise with Incident, Problem and Change Management.
10. Perform all Incident Management and Service Request Fulfilment against Service Level Agreements as the Service Catalogue.

What you'll need to do the role:

1. Proven experience in IT system administration, focusing on system management, optimisation, and security, in the Microsoft M365 environment.
2. Demonstrated experience developing solutions using the Power Platform (Power Apps Canvas/Model Driven Apps, Power Automate, Power Virtual Agents).
3. Previous experience using Power BI.
4. Experience of creating user guides, process documentation, and training users on how to use new features in an M365 environment.
5. Excellent interpersonal skills with the ability to communicate both orally and in writing to service users at all levels, colleagues and professionals.
6. Ability to work well under pressure and able to prioritise own workload/manage competing demands.
7. ITIL Foundation certified.

Why Serco:

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

1. 25 days annual leave plus bank holidays.
2. Annual leave purchase scheme.
3. Up to 6% contributory pension scheme.
4. Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
5. A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
6. A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
7. A safe and supportive culture.
8. A company passionate about diversity and inclusion.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.