M365/SharePoint Support Analyst
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Our client requires an application support analyst for rollout and ongoing operation of an enterprise wide M365/SharePoint Document Management solution, providing advanced application support and incident triage within a production environment. Responsibilities include resolving user issues, managing ServiceNow tickets, and delivering ongoing SharePoint administration, including permissions management, site configuration, and post migration stabilization. This role requires strong communication, client engagement, and a commitment to service quality and continuous improvement.
Work is hybrid with 3 days per week onsite at client location in Toronto, ON.
Toronto, Ontario (Hybrid)
Responsibilities
- Triaging, analyzing, and resolving SharePoint and M365 incidents and service requests, ensuring timely closure aligned with service level expectations.
- Managing and documenting ServiceNow tickets, including detailed issue analysis, root cause identification, resolution activities, and client communications.
- Providing ongoing SharePoint administration such as permissions management, site configuration, user access support, and best practice guidance.
- Supporting solution rollout and stabilization, including user onboarding, post migration troubleshooting, and remediation of implementation issues.
- Developing and maintaining support documentation, knowledge base articles, and process materials to ensure consistent and scalable service delivery.
- Identifying recurring issues and operational trends, providing recommendations to improve system performance, user experience, and support processes, along with periodic reporting of support metrics.
Mandatory Requirements
- University or Community College diploma/degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience
- Hands on experience using ITSM tools (e.g., ServiceNow or equivalent) to manage, track, and resolve support tickets
- Strong working knowledge of SharePoint site administration, including: Permissions and access management (users, groups, inheritance), Site configuration, document libraries, and content structures, and Support of collaboration and document management features
- Experience supporting SharePoint migrations, deployments, or organization wide implementations, including post deployment stabilization and issue remediation
- Proven experience performing incident triage, analysis, and resolution in a production environment
- A minimum of three (3) to five (5) years of experience providing application support in an enterprise environment
- Demonstrated experience supporting Microsoft 365 and SharePoint Online, including user support, configuration, and issue resolution
- Ability to perform root cause analysis and coordinate issue escalation with technical teams
- Strong experience providing frontline user support and working directly with business clients
- Ability to clearly communicate technical issues and resolutions to nontechnical users
- Demonstrated focus on client satisfaction, service quality, and continuous improvement
- Experience developing and maintaining support documentation, procedures, and knowledge base articles
- Excellent written and verbal communication skills
- Strong organizational skills with the ability to manage multiple priorities in a fastpaced support environment
- Ability to work independently as well as collaboratively within a cross functional team
Desirable Requirements
- Public Sector experience
Job Posting ID: 56679
Location: Toronto, Ontario (Hybrid)
Estimated Starting Date: Mar 30, 2026
Estimated End Date: till Sep 29, 2026 + 1 pos. 6 months extension
Posting Closing Date: March 9, 2026
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