Service Planning Specialist, M365

Service Planning Specialist, M365

About Queen's University
Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

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Job Summary
**A Brief Overview**

**Job Description**:
**What you will do**:

- Prepares documentation of system configurations and operational procedures.
- Recommends and implements enterprise service roadmap plans, and incorporates vendor releases.
- Plans, oversees and communicates service changes, and works with other staff, external vendors, and end-users to prepare for change.
- Works with the university community to promote service features and encourages the adoption and usage of enterprise services.
- Recommends services changes to improve service planning, implementation, and evaluation.
- Develops, executes, and maintains detailed test plans for a variety of production services, ensuring proper documentation.
- Creates, coordinates and delivers training programs related to enterprise services.
- Elicits and analyzes business requirements from stakeholders and end-users.
- Analyzes data using statistics and data, and provides information to clients.
- Other duties as required in support of the department and/or unit.

**Required Education**:

- Four-Year Bachelor Degree or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

**Required Experience**:

- More than 3 years and up to and including 5 years of experience.
- Experience with Microsoft Identity and Access solutions (e.g. Active Directory, Entra ID) considered an asset.
- Experience with Microsoft security and compliance tools (e.g. Microsoft 365 Defender, Purview) considered an asset.
- Experience with desktop and server operating systems considered an asset.
- Experience with scripting and programming languages is considered an asset (e.g. PowerShell, Microsoft Graph, KQL).
- Experience in process planning, development and/or mapping is considered an asset.
- Knowledge of a range of computing and communications technology (i.e. project planning and reporting, workflow design and implementation) is considered an asset.
- Experience in writing, interviewing, reviewing, editing and/or proofreading internal and/or external communications and documents considered an asset (e.g., social media, policy manuals, newsletters, handbooks, legal documents, forms/templates, blogs, training/reference materials, technical documents, webinars, etc.).
- Experience working in a comparable client-focused environment considered an asset.
- Experience supporting and working with cross-functional teams in a dynamic environment is considered an asset.
- Consideration may be given to an equivalent combination of education and experience.

**Job Knowledge and Requirements**:

- Knowledge of concepts and principles in a specialist field that is typically acquired through a combination of advanced professional or academic qualifications and/or substantial work experience.
- Provide effective consultation and advice on non-straightforward and/or complex issues.
- Interaction with others requires interpersonal skills and the ability to understand and influence.
- Adapt messages to meet the different needs of different audiences.
- Builds relationships, trust and credibility.
- Prioritize and distribute work to deliver objectives on time and to the highest standard.
- Identify in advance when the intended results may not be achieved and develops a plan to address the gaps.
- Actively participate in project team meetings and develop individual and unit project plans.
- Lead procedural or technological change within a unit.
- Identify opportunities to improve the effectiveness and efficiency of work processes.
- Seek information and input to fully understand the cause of problems.
- Appropriately assesses risks before making a decision.
- Contribute to the creation and evaluation of possible solutions.
- Take action to remove obstacles and address problems before they impact performance and results.
- Promote a work environment that is free from sexual violence, harassment and discrimination, and the ability to show empathy for those who have experienced trauma.

Employment Equity and Accessibility Statement

**Skills**

**Reference**
- 428559