SME - Microsoft 365 Administration

Sapsf; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Microsoft Certified: Modern Desktop

Microsoft Certified: Teams Admin

Job summary

Sapsf is seeking an O365 Support & Ops Subject Matter Expert to ensure timely resolution of escalated incidents and strict SLA compliance across the O365 environment.

You will mentor support staff, develop SOPs, validate change plans, and participate in capacity planning while collaborating with business stakeholders to continuously improve support processes.

Qualifications

• Proficient in O365 Administration and incident management processes.
• Strong analytical skills for root cause and trend analyses related to operational issues.
• Excellent communication to liaise with business stakeholders and share knowledge.
• Familiarity with capacity planning and change management in the O365 ecosystem.

Responsibilities

• Ensure timely resolution and quality compliance of escalated tickets and incidents through O365 administration, adhering to SLAs.
• Mentor support administrators and team members; prepare SOPs and maintain documentation for knowledge sharing.
• Validate change order implementation plans and ensure compliance with human error protocols; participate in capacity planning to optimize resources.
• Engage in customer meetings to identify issues in O365 environments and improve customer satisfaction.
• Conduct root cause and trend analyses, compile reports, and present findings to key business stakeholders.

Skills

O365 Administration

Incident Management

Root Cause Analysis

Stakeholder Communication

Capacity Planning

Job description

Requisition ID174418-Posted10/02/2026

The O365 Support & Ops Subject Matter Expert plays a crucial role in ensuring timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position not only focuses on operational excellence but also fosters collaboration between technical teams and business stakeholders, driving customer satisfaction and continuous improvement in support processes.

Key Responsibilities

• 1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Through O365 Administration, Adhering Strictly To Slas And Quality Norms.
• 2. Mentor Support Administrators And Team Members, Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, While Facilitating Knowledge Sharing Across The Team.
• 3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning To Optimize Resource Allocation.
• 4. Foster Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings To Identify And Address Issues Within O365 Environments.
• 5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Compile Reports That Facilitate Performance Improvements, Presenting Findings To Key Business Stakeholders.

Skill Requirements

• 1. Proficient In O365 Administration With A Strong Understanding Of Incident Management And Resolution Processes.
• 2. Solid Analytical Skills With Experience In Performing Root Cause And Trend Analyses Related To Operational Issues.
• 3. Exceptional Communication Skills To Effectively Liaise With Business Stakeholders And Facilitate Knowledge Sharing.
• 4. Familiarity With Capacity Planning And Change Management Processes Within The O365 Ecosystem.

Other Requirements

• 1. Optional But Valuable Certifications: Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Teams Administrator Associate