About the role

Technical Support Specialist providing technical support for Power Apps and Power Automate. Developing solutions and training users while monitoring system interfaces and communications.

Responsibilities

Coordinate and deliver end user technical support for the Power Platform (Power Apps, Power Automate), leveraging IS support systems and procedures.
Provide Tier II technical support for Power Apps, Power Automate, and internal apps and solutions built using the Power Platform, leveraging IS resources and escalating Tier III issues as needed.
Monitor and support daily interfaces between internal and external systems.
Escalate and communicate issues as needed.
Assist in completing configuration, script changes and solution changes when requested by end users and approved by product owners.
Assist in developing new solutions built with the Power Platform under the direction of application developers, including guiding Citizen Developers when building their own solutions and working directly with Product Owners to build templates or department and enterprise-level solutions.
Assist in developing and distributing end user communications, such as Knowledge Base Articles, FAQs on SharePoint help sites, providing a consistent communications channel and self-service options to the user community.
Assist in developing training materials and programs.
Perform training to users on different areas of supported systems.
Execute unit testing for new system functionality and upgrades, ensuring that testing evidence is documented for change management purposes.
Perform other duties as necessary.

Bachelor’s degree in computer science, computer information systems or related field and minimum of 1 year of work experience or an equivalent combination of education and experience.
Customer Service experience
Ability to effectively operate in a multi-tasking environment
General knowledge of application lifecycle processes, especially related to the Power Platform, recommended.
Experience with SharePoint Online including creating sites, lists, libraries, etc. and permissions recommended.
Experience with additional Microsoft 365 applications: SharePoint, OneDrive , Teams, Planner, Outlook, Power BI, Viva Engage (Yammer), Forms, Stream, ToDo, etc. recommended.
Basic understanding of cloud solutions.
Basic understanding of HTML or similar code recommended.
Basic understanding of data modeling, pattern recognition, or root cause analysis recommended.
Able to understand user requirements and provide appropriate recommendations or solution.
Possess strong interpersonal, troubleshooting and communication skills in a professional and effective manner.
Self-starter, uses an effective thought process\methodology to determine priorities, set goals and create a plan for completing a project\task.