IT Platform Specialist

Reporting to the Supervisor, Platform & Identity Services, the IT Platform Specialist is responsible for the design, configuration, maintenance, monitoring, and performance of MPI’s corporate IT platforms, including Microsoft 365, SharePoint, Teams, OneDrive, Azure DevOps, ServiceNow, backup solutions, and other critical platforms. The role partners with clients and vendors to implement platform solutions, troubleshoot issues, and ensure reliable service delivery.

As a senior-level position, it is accountable for the overall health, security, implementation, and operation of enterprise platforms and services. The role leads platform upgrades, integrations, automation initiatives, and cloud administration activities while resolving complex technical issues and improving operational efficiency.

Working closely with other IT teams, the IT Platform Specialist ensures platform continuity, assesses technologies and business needs, identifies opportunities for improvement and automation, manages technology risks and lifecycle planning.

This role is also responsible for reporting on key performance indicators (KPIs) and metrics and any other standard infrastructure reporting needed for distribution.

Responsibilities:

• Supports the production environment of all identified cloud or on-prem IT platforms.
• Tests and implements new platform features, as required.
• Develops and upholds support standards for configurations and security that allow for ease of meeting business needs in a timely manner.
• Creates and implements M365 suite solutions, including but not limited to SharePoint Sites, Access, Addons, Exchange Online, including security, rules and polices, as well as M365 related tools (SharePoint Advanced Management and Purview) and other related solutions for business needs.
• Administers the IT Service Request platform, including managing user accounts, administering support group changes, providing users with access/roles, reporting, building and supporting Service Request Management (SRM) forms.
• Administers and reports on other centrally managed IT platforms, including ServiceNow, Azure DevOps, Veeam Backup, D365, etc.
• Coordinates all changes through the established change control process.
• Resolves complex problems independently.
• Configures, implements and maintains all scoped enterprise platforms and services.
• Configures and delivers reports on platforms upon request.
• Ensures the smooth deployment of new platforms and services.
• Responsible for implementing reporting abilities and intake forms for requests.
• Responsible for the technical planning and performance tuning, ensuring software, platforms and services are running optimally.
• Responsible for backup and recovery of all corporate data.
• Monitors platforms and services and responds to incidents or events that may disrupt service.
• Creates, updates, and maintains technical documentation.
• Serves as a technical expert in the area of platform and service maintenance.
• Works with vendors to assist support activities.
• Researches, builds, and improves standards, procedures, processes, and metrics around the management of the technology platforms.
• Develops, reviews, and updates documentation for internal team processes and other affected teams.
• Anticipates and plans for accommodations to the changing nature of the technologies and the forecasted needs and capacity growth to meet the demands of the business.
• Plans, organizes, and deploys new or upgraded technology hardware and software, as required.
• Continually measures, monitors, and reviews the performance and security of the technology platform.
• Looks for ways to optimize, adjust, improve, and automate to continually gain efficiencies and minimize downtime.
• Represents all platforms which are managed with the Change Advisory Board, as required.
• Implements designed strategies for backup and recovery of data, systems, and services.
• Implements designed strategies to ensure critical technologies, data, systems, and services are available to users in a timely manner following a disaster event.
• Provides technical project consultation and leadership for initiatives related to technologies, while maintaining focus on standards, security, and continuous optimization.
• Serves as a subject matter expert for maintaining technology platforms and services as well as enterprise platform applications administration.
• Provides consulting expertise to other staff.
• Handles difficult problems relating to technologies.
• Assesses new technologies for fit with Manitoba Public Insurance (MPI).
• Assesses current platforms against business needs and requirements.
• Assesses opportunities for improvement and automation.
• Assesses technology risks and informs leader of all identified risks along with a mitigation plan.
• Represents the Platform Team with professional clients, including Executives and Board Members, as required.

Qualifications

Education

• Diploma in Computer Science, Business, or related discipline.
• Multiple vendor certifications in related platforms or Cloud are an asset.

Experience

• Seven years of experience in the IT industry, including four years in support of technology platforms, including one or more of the following:
• Microsoft Enterprise Platforms (e.g. M365, Exchange, SharePoint) implementation, administration and troubleshooting.
• Backup and recovery platforms as well as testing processes.
• Platform upgrades.

Technical Knowledge and Skills

• Advance knowledge of ServiceNow administration, configuration, workflow management, reporting, and troubleshooting.
• Advanced technical planning skills.
• Advanced problem solving and decision-making skills in a fast-paced environment.
• Working knowledge of project management competencies for infrastructure initiatives.
• Knowledge of IT practices.
• Intermediate oral and written communication skills to relate to others with all levels of technical knowledge.
• Working knowledge of a wide variety of platform technology software.
• Advanced customer service skills.
• Maintains a professional balance between customer and organizational needs to deliver effective technical solutions.
• Deals tactfully with sensitive issues in a confidential manner.