Creating places for people to share activities, data and documents within and between energy companies.

Transcription

1 SHAREPOINT SUPPORT ANALYST LET US INTRODUCE OURSELVES NeoStream Technologies Inc. is a Calgary-based energy services software company using SharePoint to provide information management, communication and collaboration solutions to the Oil & Gas industry. Our solutions connect and align energy companies while enabling them to efficiently and cost effectively track information related to Wells, Facilities, Land and other corporate assets. We work with exploration and production companies, mid-stream organizations, oil sands producers and the energy service industry. OUR VISION: Collaboration Simplicity. Information Clarity. OUR MISSION: Creating places for people to share activities, data and documents within and between energy companies. OUR BRAND PROMISE: People in the energy industry happily use our software, every day. WHAT S A SHAREPOINT SUPPORT ANALYST? We re a growing company and are looking for talented, dedicated and enthusiastic individuals who are looking to drive impactful results for both our clients and our organization. NeoStream s goal is to serve its clients with the highest possible level of quality and customer service. This is an Application Support Specialist role; a great opportunity for those with a passion for technology and customer service. As a member of NeoStream s Technical Support team you will provide high quality technical support services for a variety of product groups and to our clients. This role will support our core products which have been built upon Microsoft SharePoint. 1

2 SOUND LIKE ANYONE YOU KNOW? You don t need years and years of experience to be successful here. We want an enthusiastic, problem-solving individual looking for that next step in their career. Here s how we d describe the attributes and characteristics of a successful SharePoint Support Analyst: You are a strong communicator who is professional, presentable and approachable. You communicate clearly and concisely with customers of at a variety of levels, verbally and in writing You have the ability to form trusting and communicative relationships with clients and suppliers You are someone who demonstrates client empathy and truly enjoys how technology can improve people s work life You are accountable for seeing tasks through to completion You react with appropriate urgency to situations that require a quick turnaround and you take effective action You have excellent time management, organizational and creative skills with a commitment to customer service You ask good questions and listen to the answers You are a team player who understands how to prioritize in a world of infinite demand but limited resources You ask for help when you are over-committed and/or involve various technical resources as you identify opportunities You can create support materials, including FAQ s, maintenance guides, troubleshooting guides, set up packages etc. for both NeoStream s personnel as well as clients. You thrive within a small company environment and corporate culture. WHAT WE NEED FROM YOU: Qualifications and Experience Experience supporting SharePoint 2010/2013 environments is necessary to be successful in this role 2+ years IT support experience A Degree or Diploma in Computer Science or equivalent combination of education and experience Experience with HTML, CSS, JavaScript is an asset Experience with SharePoint Designer is an asset Experience with InfoPath is an asset Strong communication and interpersonal skills Proven strong technical and analytical skills Highly motivated and strong desire for continuous learning Ability to function well in a fast-paced team environment. 2

3 WHAT THE DAY WILL BRING Technical Support Work with NeoStream clients and understand their needs to provide them with appropriate solutions Develop and maintain a high level of expertise across all NeoStream s product offerings (Microsoft SharePoint, Kofax, etc.) Provide knowledgeable technical support for the various SharePoint solutions and NeoStream products including troubleshooting, defect management and testing Log, troubleshoot, diagnose, and resolve technical issues Report detailed information within the client tracking system; thoroughly document customer interactions and escalate potential service issues and follow them through to a successful conclusion Communicate clearly and effectively with clients. Serving Our Customers Deliver exceptional customer experience while staying within our support scope guidelines; maintain client satisfaction by ensuring that response, updates and call resolution occurs within the defined guidelines and team goals and objectives Identify opportunities to improve customer service levels. Team Player Work closely with other Managed Services and project team members as part of a cohesive group Consistently meet or exceed team and individual objectives related to client satisfaction, quality, and productivity Be highly organized and reliable, as this position will require both scheduled service calls, as well as emergency technical support (as required) Look for opportunities to improve our business and elevate customer experiences Employ time management and multi-tasking skills to maintain high service levels Provide feedback to leadership teams to improve environment. Other Important Factors This role is scheduled to 8:00am to 5:00pm Monday through Friday WHY YOU LL BE SUCCESSFUL HERE: 3

4 WHAT WE ARE OFFERING: A competitive package consisting of a competitive salary and benefits has been developed for this position. Some of the things our employees tell us they love about NeoStream include: Daily Morning Huddles Monthly Team Lunches Quarterly Team Events 4 Weeks Vacation after one year of service Benefits program including a Health Care Spending Account which is 100% paid for by NeoStream General Health Days Bi-weekly mentoring sessions & career planning A refreshing work environment designed specifically for the way we work Regular and open access to Management Open communication of NeoStream s strategy and results. INTERESTED IN JOINING THE NEOSTREAM TEAM? Be sure to check out our Careers section on our website: To become a NeoStream team member, of course we d love to see your resume, but we'd also like to get to know you. 4

5 HERE S WHAT OUR HIRING PROCESS LOOKS LIKE 5