Collaboration Tools ; ITSM

Technology Operations Specialist

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.

We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

We are seeking a new talent to join the Technology Operations team. Responsible for the operation and support of collaboration platforms within the managed workplace environment, ensuring the availability and correct functioning of services such as email, messaging, meetings and collaborative tools. Acts as part of the Collaboration Resolution Groups, attending incidents and end-user requirements, executing operational tasks and escalating complex cases as appropriate.

Activities:

Attend incidents and requirements related to collaboration tools Support users on email, calendar, chat and video conferencing platforms Manage creation, modification and deletion of user accounts Administer groups, distribution lists and basic permissions Diagnose and resolve access, synchronization and configuration issues Support email clients (desktop and mobile) Validate functioning of meetings, virtual rooms and communication tools Manage tickets in ITSM tools (Service Now, JIRA, etc.)

Execute basic/intermediate troubleshooting in collaboration platforms Escalate complex incidents to L3 or providers (e.g. Microsoft, Google) Execute recurring operational tasks (health checks, validations) Support in onboarding/offboarding of users Validate compliance with usage and security policies Document incidents, solutions and procedures (runbooks) Participate in maintenance windows and changes Ensure SLA compliance in user support

Skills:

Collaboration Platforms:
Microsoft 365 (Exchange Online, Teams, Outlook) Google Workspace (Gmail, Calendar, Meet - notions) Basic email administration Calendar and meeting management Real-time messaging and collaboration Email:
Email management (creation, quotas, permissions) Distribution of emails and lists Troubleshooting of sending/receiving Basic protocols (SMTP, IMAP, POP) Client configuration (Outlook, mobile) Messaging and Meetings:
Microsoft Teams (chat, channels, meetings) Management of virtual rooms Troubleshooting of audio/video/connectivity Basic permissions and configurations Operation / Support:
Incident management (ITIL - basic/intermediate) End-user support Ticket management (Service Now, JIRA) Execution of runbooks Compliance with SLA Escalation to higher levels Operating Systems / End User:
Windows (end user / basic support) MacOS (notions) Mobile devices (iOS / Android - basic) Basic client application configuration Networking (basic): DNS (notions) Connectivity to cloud services Basic ports and protocols Network problem diagnosis in end user Security (basic):
Access management (Azure AD / Google Admin) MFA (Multi-Factor Authentication) Good security practices in email Basic permissions management Tools:
Service Now / JIRA Microsoft 365 Admin Center Exchange Admin Center Basic monitoring tools Documentation and runbooks Plus (optional):
Power Shell (notions for M365 administration) Experience in email migrations Knowledge in M365 licensing Basic task automation Microsoft certifications (Fundamentals or Associate) Experience…