A minimum of five years of experience supporting and administering IT service operations for enterprise applications, with an emphasis on managing and maintaining platforms such as Dynamics 365 Sales, Dynamics 365 Customer Insights – Journeys, Power Pages, Power Apps, and Power Automate. Experience should include handling configuration, security, access management, troubleshooting, and continuous service improvement utilizing both vendor solutions and in-house resources.
Proven ability to create, update, and manage technical service documentation, including configuration guides, access and permissions procedures, troubleshooting playbooks, knowledge base articles, and user training materials for the supported Customer Engagement Services.
Excellent communication and collaboration skills required, including the ability to work effectively with technical and management resources at both the Port and vendors. Must possess the ability to translate complex requirements and technical language between technical and non-technical stakeholders.
Demonstrated experience in maintaining and improving IT service operations by monitoring service metrics, managing service requests, tracking issues, coordinating with vendors for escalations, and ensuring consistent service performance across Dynamics 365 and Power Platform environments.
Experience in monitoring, updating, and enhancing IT service operations, including tracking issues, managing service requests, optimizing processes, and supporting continuous improvement initiatives for Customer Engagement Services.
Experience managing IT service vendors, building collaborative relationships, ensuring accountability, and coordinating service delivery with external providers and support teams.
Familiarity with cybersecurity concepts and terminology relevant to cloud-based business applications and IT service management.
Must demonstrate a flexible, patient, collaborative, and creative approach to IT service delivery and be committed to ensuring reliable and high-quality support for business users and stakeholders.
