Cloud Application Support Analyst II

Thank you for considering a career at Bon Secours Mercy Health!Primary Function/General Purpose of PositionThe Cloud Application Support Analyst II is a member of an agile team responsible for supporting cloud and collaboration applications. This role is responsible for resolution of day to day cloud productivity and collaboration application technical issues, interface with internal clients and external vendors, communicate and implement changes as specified by business clients and technical leaders, and participate in large projects related to these applications. This role is on a team responsible for implementing and supporting 3rd party cloud applications including the Office 365 suite, Zoom and other collaboration technologies.Essential Job FunctionsProvides remote technical support for specific cloud applications including Office 365, OneDrive, ZoomProvides how-to and troubleshooting support for cloud apps on Windows, MacOS and mobile platformsEngages in tier 2 troubleshooting on issues identified, providing resolution and remediationCollaborates with other support team members and advanced technology resources to resolve issuesResponds to assigned incidents within service-level agreement (SLA) requirementsFollows up with customers until resolutionProvides sufficient documentation within incident management systemIdentifies opportunities for knowledge base articles, updates and correctionsProvides remote support for integrated teleconference and media sharing roomsCreates, edits, and maintains related knowledge articles in knowledge management systemMentors associates in Cloud Application Support Analyst I roleContributes to the creation and testing of conditional access policies within Microsoft Azure ADCreates and tests policies that impact access to cloud based applications for Microsoft Windows, MacOS and mobile platformsThis document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.Licensing/CertificationMicrosoft 365 Certified: Fundamentals / Microsoft (required)Microsoft 365 Certified: Enterprise Administrator Expert / Microsoft (preferred)Microsoft 365 Certified: Teams Administrator Associate / Microsoft (preferred)Microsoft 365 Certified: Modern Desktop Administrator Associate / Microsoft (preferred)EducationBachelor''s Degree in the field of computer science, telecommunications, information sciences, or related field (preferred)Work Experience3 years of experience supporting Windows and MacOS Desktop Operating Systems (required)3-5 years of experience providing remote technical support (preferred)3-5 years of experience supporting Zoom (preferred)3-5 years of experience supporting Office 365 applications and services including OneDrive and Microsoft Teams (preferred)3-5 years of experience providing how-to support for mobile applications including OneDrive and Microsoft Teams (preferred)TrainingNoneLanguageNonePatient PopulationNot applicable to this positionWorking ConditionsPeriods of high stress and fluctuating workloads may occur.General office environment..May have periods of constant interruptions.Prolonged periods of working alone.Physical RequirementsPhysical DemandsFrequency 0% 1-33% 34-66% 67-100%Lifting/ Carrying (0-50 lbs.) XLifting/ Carrying (50-100 lbs.) XPush/ Pull (0-50 lbs.) XPush/ Pull (50-100 lbs.) XStoop, Kneel XCrawling XClimbing XBalance XBending XWork PositionFrequency 0% 1-33% 34-66% 67-100%Sitting XWalking XStanding XAdditional Physical Requirements/HazardsPhysical RequirementsManual dexterity (eye/hand coordination)Repetitive arm/hand movementsFinger DexterityColor VisionHazardsNot applicable to this positionSkillsInformation TechnologyMicrosoft OfficeTroubleshootingWindows Desktop Operating SystemTechnical Documentation WritingData AnalyticsExternal ClientsCloud PlatformIndustry TrendsAble to work under pressureCustomer ServiceSelf motivatedInterpersonal SkillsPrioritizationAttention to DetailProblem SolvingTeamworkMentorshipTraining EmployeesCollaborationCommunicationBon Secours Mercy Health is an equal opportunity employer.Many of our opportunities reward* your hard work with:Comprehensive, affordable medical, dental and vision plansPrescription drug coverageFlexible spending accountsLife insurance w/AD&DEmployer contributions to retirement savings plan when eligiblePaid time offEducational AssistanceAnd much more*Benefits offerings vary according to employment statusS cheduled Weekly Hours:40Work Shift:Days (United States of America)Department:SS I&T - Technology & InfrastructureAll applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If youd like to view a copy of the affirmative action plan or policy statement for Mercy Health Youngstown, Ohio or Bon Secours Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia , which are Affirmative Action and Equal Opportunity Employers, please email [Click Here to Email Your Resumé]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [Click Here to Email Your Resumé] .

Created: 2025-10-04