Global IT Digital Support Sr. Analyst

Location: PH - Philippines - A5R0   
Goodyear Talent Acquisition Representative: Joseph Rance Robines  
Sponsorship Available:  No
Relocation Assistance Available: No 

This position will be a member of Information Technology organization, reporting to an IT team leader. The incumbent will resolve incidents under the broad supervision of a SME. Typical activity could include but not limited to: resolving SharePoint related incidents, participating in the on-call rotation for high priority issues, updating or creating new support documentation, assist less experienced associates with the intake and distribution of incident management tickets and contribute to continuous improvement project. The incumbent will also have an opportunity to learn and support the Office 365 tenant.

Primary Responsibilities:

• Performs timely response and resolution to requests and incidents raised through various channels of support including but not limited to ticketing systems, email, chat, in-person, phone, etc. 
• Ability to perform remote troubleshooting and provide clear instructions
• Follow through to resolution, or escalation to appropriate team, while maintaining appropriate documentation requirements
• Address user and admin requests for service and configuration 
• Contribute to internal and global project efforts including environment upgrades, migrations, data gathering and analysis, communicating and enabling SharePoint features, and releasing new automation
• Administer the PowerShell automation engine that drives configuration and control of the Microsoft cloud
• Research and address root cause of failed operations and scripts
• Escalate to programmers as necessary
• Proactively analyze cloud logs,events, and warnings to identify and communicate abnormal situations or incorrect configuration
• Work with O365 communications manager to identify upcoming changes to Office 365 functionality
• Maintain SharePoint documentation, exception lists, and procedures
• Flexibility in work schedules, including evening, weekend, holiday and rotating shift requirements (scheduled in advance)
• Enable follow-the-sun support model with Akron and Luxembourg associates

Experience:
2-3 years of experience with the following:
 Incident resolution for a user population
 Demonstrated successful experience in developing efficient and effective solutions to business problems using Microsoft platforms
 Sharepoint development and implementation experience

Knowledge, Skills, and Abilities:

• Proven experience in a systems administrator role
• Excellent knowledge of best practices around management, control, and monitoring of cloud infrastructure 
• Experience with scripting, log analysis, customer support, troubleshooting, and problem resolution is desired
• Great at organizing, prioritizing and multitasking
• Exhibit enthusiasm, patience and attention to detail
• Excellent customer service engagement

Interpersonal Skills:
 Be able to communicate effectively in English
 Professionally communicate through email to other global team members
 Clearly communicate complex problems to business personnel

Practical knowledge of the following:
 Office 365 administration
 ITIL Methodology
 Vendor Engagement
 Escalation Management
 Ticket Management
 Change Management 
 Problem Management
 Web technologies such as JavaScript, TypeScript, CSS, HTML
 SharePoint Development

Goodyear is one of the world’s largest tire companies. It employs about 64,000 people and manufactures its products in 47 facilities in 21 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.