Exchange Specialist

The mission of the Exchange Specialist is to assure governance and second line IT support regarding the standardised Azelis mail are organised in an efficient manner such that service delivery occurs in optimal way for end-users.

You contribute to structurally improving the service delivery in this field of expertise.

You will form the bridge between your team and the first line servicedesk.  Also alignment with other teams with activities impacting the workplace, is your responsibility.

Reports to the Group Director IT Services and Applications and is part of the Corporate IT Services and Applications Team. He/she will also participate in global Service Delivery Improvement Initiatives.

The Exchange Specialist ensures the following accountabilities:

• Ensure overall service quality and service levels are achieved for mail and communication related requests
• Organise the daily identity operations of first line IT support engineers, including development and maintenance of procedures and work instructions for the execution of the support activities
• Assure Exchange Online and integrations with other systems are kept up to date and configured according industry best-practices. 
• Assure integration of mergers&acquisitions is handled based on the business requirements
• Develop and maintain global and regional access groups and permissions.
• Establish governance, policies, and procedures for Exchange
• Actively drive the implementation of improvements in Exchange in alignment with various stakeholders (regional IT coordinators, involved corporate IT colleagues, ..)
• Continuously improve the IT service delivery in close collaboration with the corporate IT Service Coordinator
• Actively support our business by providing second line IT support:
  • Troubleshoot and resolve incidents transferred from first line servicedesk
  • Resolve service requests such as configuration of access rights to IT colleagues, …
  • Deliver advanced functional support on mail
  • Troubleshoot complex issues prior to handover to 3rd line support (external service provider)
• Pro-actively monitor the service health of Exchange
• Proactively develop and promote end-user documentation or self-service options towards end-users
• You are the ambassador of a larger IT community

We are looking for a proactive personality that is ready to work in an international rapidly changing and challenging environment, who is passionate about optimizing the IT workplace in all its many forms, with the following experience, educational background and interpersonal skills:

• You have 3 to 5 years of experience in Exchange, particularly with Exchange Online
• You have experience with scripting for automation and management tasks
• Hands-on experience with migrations to Exchange Online with a variety of source systems (incl non-Microsoft)
• Familiarity with Office 365 and related services (e.g., OneDrive, Teams).
• Familiarity with Identity and Access Management (EntraID)
• You have a background in IT
• You have strong analytical skills and are able to work autonomously
• You strive for continuous improvement
• You are customer oriented with a problem-solving attitude
• You are able to guide and direct with all levels of employees and management. 
• You have excellent communication skills
• You can work under stress and are able to dynamically prioritise your work or escalate when needed
• You are familiar with associated modern workplace components inside M365
• You are familiar with Microsoft products
• Experience with ITIL is a plus
• You work comfortably in an international setting

Excellent proficiency in English