The Company

This organisation is committed to delivering high-quality services within a regulated environment, with a strong focus on innovation, collaboration and operational excellence. They offer a supportive team culture, ongoing development opportunities, and the chance to make a meaningful impact through your work. This business is in the insurance industry.

The Role

We're looking for an experienced Operations Analyst with hands-on expertise across M365 services, including SharePoint Online, PowerApps, and Teams, as well as the Genesys Cloud. You'll be responsible for supporting and maintaining these critical systems, resolving incidents, enhancing user experience, and collaborating with vendors and internal teams to ensure performance, security and compliance across the application landscape. Role has numerous career pathways internally.

Responsibilities

• Provide Level 2 support across key business applications
• Take ownership of M365 services, including advanced support and management of SharePoint Online, PowerApps, and Teams - supporting workflows, permissions, site architecture and end-user troubleshooting
• Maintain and enhance SharePoint environments, ensuring best practices are followed around governance, access control, and integration with other business tools
• Support PowerApps solutions used across different business units, helping maintain performance, troubleshoot user issues, and support minor enhancements
• Manage the Genesys Cloud platform including call flows, user configuration, queue management, reporting, and coordinating with vendors for escalations
• Respond to application incidents, investigate root causes, and drive resolutions in line with SLAs
• Collaborate with internal stakeholders, IT teams and third-party vendors to ensure smooth platform operations
• Contribute to application patching, documentation, and IT change management processes
• Monitor application performance and availability using internal tools and coordinate improvements where necessary

Candidate experience

• Experience in L2 application support/ IT operations
• Strong hands-on skills with M365, SharePoint Online and PowerApps & Genesys cloud
• Desirable but not essential SQL / Linux / Middleware related experience
• Be coachable / strong attention to detail and willing to learn

Please note, we will only be able to contact those successfully shortlisted this process takes 3-5 business days.