Job Title: Collaboration Operations Support Analyst

Location Options: Charlotte, NC, Plano, TX, or Pennington, NJ

Onsite Expectations: Minimum 3 days in the office per week

Project Duration: 3 years

Position Summary

The Collaboration Operations Support Analyst will play a pivotal role in supporting and upgrading the Skype for Business on-premises environment as the organization transitions to Microsoft 365. The ideal candidate will bring strong expertise in Skype for Business, with experience in Persistent Chat as a plus, and will support the migration to Microsoft Teams as the organization’s Unified Communications platform. After completing the Skype for Business-related work, the analyst will continue to support Microsoft 365 Unified Communications collaboration tools.

Key Responsibilities

• Provide day-to-day operational support for the Unified Communications collaboration environment, including critical client escalations and production changes.
• Support infrastructure applications and monitor system performance to ensure availability and capacity meet business demands.
• Plan, execute, and support IT infrastructure changes, deployments, and upgrades, ensuring compliance with regulatory, legal, and professional standards.
• Troubleshoot and resolve issues across the information system lifecycle, including root cause analysis and implementing remedies to prevent future incidents.
• Collaborate with Architecture/Engineering teams on solution planning, testing/validation, complex troubleshooting, and problem resolution for new initiatives.
• Manage and support applications like Skype for Business and Persistent Chat platforms (Mattermost, Symphony) and assist in the transition to Microsoft Teams.
• Maintain compliance by applying information security procedures to infrastructure applications.
• Provide on-call support coverage, including nights and weekends.

Required Skills

• 2 to 4+ years of experience with Microsoft Lync/Skype for Business (IM, Online Meetings, Persistent Chat, B2B Federation, P2P Audio/Video, Audio Conferencing, Softphone/Enterprise Voice).
• Experience with Microsoft Teams and Cisco UC Suite (Teams, Jabber, Jabber EV, WebEx).
• Proficiency in Microsoft PowerShell and scripting technologies.
• Experience with monitoring technologies such as Splunk, SCOM, and SiteScope.
• Solid understanding of Active Directory, SQL databases, networking, voice technologies, Linux servers, and storage technologies.
• Familiarity with virtual platforms (client and server) and Microsoft Office products.
• Proven expertise in troubleshooting, problem resolution, and performance monitoring.
• Strong written and verbal communication skills, with the ability to interface effectively with partners such as Microsoft, Cisco, Smarsh, and Red Hat.
• Knowledge of incident, change, and problem management processes; familiarity with Remedy ITSM tools.

Desired Skills

• Experience with telephony and network technologies.
• ITIL Certification and knowledge of ITIL principles, functions, and processes.
• Experience with Persistent Chat platforms such as Mattermost and Symphony.

This role offers an exciting opportunity to work on critical upgrades and transitions in collaboration technology, ensuring seamless operations while contributing to the organization's modernization initiatives. If you have strong Skype for Business expertise and are passionate about Unified Communications, we’d love to hear from you!