M365 Product Support Specialist

Organizational context: The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building a pathway to peace and prosperity. WFP operates in diverse and challenging environments, utilizing food assistance to support people recovering from conflict, disasters, and climate change impacts. The organization values diversity, inclusion, and invests in its workforce's development.

Job purpose: The M365 Product Support Specialist will be instrumental in ensuring the secure, robust, and efficient management of WFP's core Microsoft 365 platform. This role focuses on providing day-to-day support and operational management for collaboration tools like SharePoint Online, Teams, OneDrive, Exchange Online, and the Power Platform. The specialist will manage software licensing, administer M365 services, and oversee the setup and governance of Power Platform and Copilot environments.

Key responsibilities
include monitoring service health, coordinating issue resolution, and communicating impacts to stakeholders. The role also involves implementing optimized administrative processes, identifying automation opportunities, analyzing user feedback for service improvements, and developing essential documentation. Additionally, the specialist will provide high-level technical support for critical WFP staff meetings, contributing to enhanced user productivity and overall organizational effectiveness.

Responsibilities:
The M365 Product Support Specialist role is crucial for managing and optimizing the World Food Programme's (WFP) core collaboration and productivity platforms, primarily Microsoft 365.

Key responsibilities
include comprehensive software license management, encompassing assignment, optimization, renewals, forecasting, reporting, and vendor coordination to ensure efficient service delivery and informed decision-making. The specialist will administer and support various Microsoft 365 services such as SharePoint Online, Teams, OneDrive, Exchange Online, Power Platform, and Copilot, which involves managing user access, permissions, licenses, security groups, and service configurations. This includes setting up Power Platform and Copilot environments with appropriate user management and governance. A significant part of the role involves monitoring Microsoft 365 service health, coordinating issue resolution, and communicating service impacts to stakeholders. Additionally, the specialist will oversee SharePoint governance, implement optimized administrative processes, identify automation opportunities, and contribute to continuous service improvement by analyzing user feedback and support trends. Developing and maintaining documentation, procedures, and knowledge articles is also a core duty, alongside providing high-level technical support for important WFP staff meetings and events. The role demands strong analytical, problem-solving, and communication skills to enhance user productivity and ensure the secure and efficient operation of WFP's digital workplace.

Education:
A degree in Information Technology, Information Systems, Computer Science, Engineering, Social Sciences, or a related field is required. Professional certifications in areas such as Microsoft 365, Power Platform, Copilot, Licensing Management, IT Service Management, and Cloud Technologies are highly desirable. Additionally, certifications in ITIL, project management, scripting, business intelligence, or service management methodologies are considered an asset.

Work

experience:
Requires at least 6 years of professional experience in end-user technology support and administration, with a minimum of 5 years specifically in Microsoft cloud services, including Microsoft 365 administration. Strong experience with Microsoft 365, Power Platform, and Copilot administration is essential, particularly in software license management, service governance, and process improvement. Excellent communication, analytical, and problem-solving skills are also necessary.

Skills:
Microsoft 365 Administration, Power Platform, Copilot, Software Licensing Management, SharePoint Online, Teams, OneDrive, Exchange Online, IT Service Management, Cloud Technologies, Customer Service, Stakeholder Management, Data Analysis, Process Improvement, Technical Support, Documentation, Scripting, ITIL, Project Management

Required languages: English, Arabic, Chinese (Mandarin), French, Russian, Spanish, Portuguese

Desired languages: English, Arabic, Chinese (Mandarin), French, Russian, Spanish, Portuguese