Microsoft 365 Customer Success Manager (Information Technology Executive 1)

Are you an innovative and ambitious professional who possesses exceptional leadership qualities and a strong background involving information technology (IT)? The Enterprise Technology Services Office (ETSO) is eager to welcome a motivated IT Executive 1 to serve as the Microsoft 365 Customer Success Manager (CSM) within the Architecture, Engineering, and Customer Service section. The Microsoft 365 CSM acts as a strategic liaison between Commonwealth agencies and the ETSO, aligning Office 365 services with business objectives. Propel your career forward while providing valuable services to ensure success and efficiency!

As the Microsoft 365 CSM, you will be responsible for advocating for agency needs, enhancing service delivery, and promoting technology adoption to optimize business results. You will ensure effective integration of these services into the Commonwealth's IT strategy while maximizing efficiency and value. Excellent networking skills are essential in order to foster collaborative relationships, identify opportunities for innovation, and ensure that technology solutions support enterprise-wide strategic initiatives. Specific duties entail supporting and educating stakeholders on standard and nonstandard service offerings, tracking and managing response to incident and problem escalation, and acting as a liaison between technical, executive, and customer teams with a focus on Microsoft 365. Showcase your creativity by providing recommendations for resolution to the problems affecting design and implementation of Microsoft 365 systems and services in a cost-effective manner that meets agency, delivery center, and external customers' expectations. Our ideal candidate will possess proficiency with Microsoft 365 workloads as well as experience working with Active Directory.

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, up to 3 days per week. Telework schedule is subject to change based upon operational needs. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• Six years of professional information technology experience and a bachelor's degree; or
• Ten years of professional information technology experience; or
• An equivalent combination of experience and training.

Additional Requirements:

• You must have at least 6-10 years of experience with Microsoft 365 workloads (e.g. Teams, SharePoint, Exchange, OneDrive).
• You must have at least 3-6 years of Active Directory experience.
• You must be able to perform essential job functions.

Preferred Qualifications (not required):

• 1-3 years of experience with Okta.

Legal Requirements:

• You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

Telecommunications Relay Service (TRS):

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.