Digital Collaboration Workplace Expert

**WHAT -**Summary & Purpose of the Position**

The focus of this role is to work in close collaboration with our Support Delivery and Application teams, as well as the other IT domain leads, to support their own roadmaps. This involves coordinating and aligning the IT infrastructure and services across different domains, ensuring consistency and quality of delivery, and resolving any issues or conflicts that may arise.

The mission of this role is to provide the best capabilities to our internal clients and be able to work on a roadmap to better improve the collaboration user experience. This entails identifying the current and future needs of the users, researching, and evaluating the latest technologies and solutions, and implementing them in a cost-effective and user-friendly manner.

**WHAT -**Main Responsibilities & Technical Competencies**

**Tactical**
- Assess the current state and needs of the organization and propose Microsoft solutions that align with the business objectives and vision.
- Collaborate with IT domain leads to align digital collaboration initiatives with broader IT strategies.
- Support cross-functional teams in identifying collaboration pain points and proposing scalable solutions.
- Contribute to roadmap definition for digital workplace evolution, ensuring alignment with business needs and technological trends.
- Monitor usage and adoption metrics to guide tactical adjustments and improvements.

**Excellence in execution**
- Ensure seamless integration of collaboration tools with existing enterprise systems.
- Develop and maintain governance models for digital collaboration platforms.
- Create and maintain documentation for implemented solutions, processes, and best practices.

**Ensures the operational is always up and running**
- Monitor system health and performance of collaboration platforms to ensure high availability.
- Proactively identify and resolve issues impacting user experience or system reliability.
- Coordinate with support teams to ensure timely resolution of incidents and service requests.
- Implement automation and self-service capabilities to reduce operational overhead.
- Monitor and report on the usage, feedback, and impact of the Microsoft solutions, and provide recommendations for improvement and enhancement.

**Service** **Support**
- Work in close collaboration with Application support teams (L1, L2) and provide Level 3 support for complex issues related to SharePoint, Teams, and Power Platform.
- Train and support end-users and champions to foster adoption and effective use of tools.
- Maintain knowledge base articles and contribute to internal support documentation.
- Manage change management and communication plan to drive the adoption and satisfaction of Microsoft solutions.

**Actively Contributes to operational excellence**
- Drive continuous improvement initiatives to enhance collaboration capabilities and user satisfaction.
- Benchmark and evaluate new technologies to keep the digital workplace modern and competitive.
- Stay up to date on the latest trends and developments in Microsoft technologies and best practices and share the knowledge and insights with the team and the organization (technology watch).
- Participate in audits and compliance reviews to ensure adherence to security and governance policies.
- Promote standardization and reuse of components and templates across projects.

**Operations / Projects**
- Lead or support digital workplace projects, from ideation to deployment and post-launch support.
- Manage project timelines, resources, and deliverables, ensuring alignment with business priorities.
- Coordinate change management activities, including communication plans, training, and stakeholder engagement.
- Track and report project KPIs, risks, and mitigation strategies to leadership
- Collaborate with other IT teams and vendors to ensure the integration and interoperability of Microsoft solutions with other systems and platforms.

**Competency**

**Competency Behavioural Markers**

**Explanation of Choice**

**Excellence in execution**
- Approaches priority setting and setting the stage through the lens of execution.
- Establishes clarity about the goals, accountabilities, timelines, and next steps; can identify/spot opportunities for real impact on patient and society.
- Able to be focused and performance‑driven with clear KPIs
- Plans and aligns effectively (steps, resources, timelines etc.).
- Displays a commitment to best practice sharing and setting
- Promotes single point of accountabilities.

This role owns hands‑on design, configuration, deployment and operational reliability of Microsoft 365 solutions. Success hinges on disciplined planning, clear KPIs, governance, and follow‑through from project to run, exactly mirroring these markers.

**Collaborates**
- Collaborates and communicates without boundaries, continuously removes organizational barriers.
- Focuses on continuous improvement; integrates and leverages key learni