IT Specialist II

InfoEx Support Team

Job Responsibilities:

. Serve as a subject matter expert (SME) for the InfoEx system and related tools, applications, and processes.

. Provide 2ndlevel support for the InfoEx system, including troubleshooting and resolving complex issues escalated from Service Center or other support groups.

. Handle ServiceNow tasks and incident management related to InfoEx functionality.

. Assist end users with common InfoEx requests such as granting or modifying access, sharing with external users, extending case end dates, reopening archived cases, deleting cases, and restoring or locating missing documents.

. Support the automated case lifecycle, including guidance on case endoflife cleanup and case leader responsibilities for archiving.

. Manage legal hold-related requests

. Provide support to users over Slack/ Zoom/ MS Teams, ensuring timely and accurate responses to inquiries.

. Participate in biweekly team meetings and contribute updates, insights, and process improvements.

. Support bug reporting activities, analyze recurring issues, and collaborate with technical teams to ensure resolution.

. Coordinate with the Service Center to ensure adequate understanding of InfoEx processes and appropriate handling of cases.

. Participate in continuous improvement initiatives.

. Mentor and support other team members as required.

Skills, Knowledge, Education and Training Requirements:

. Prior experience as a Service Desk agent.

. 2-4 years of experience as an IT Specialist or subject matter expert.

. Strong motivation, ability to learn quickly, and interest in new technologies.

. Knowledge of SharePoint platform and familiarity with casebased document management workflows.

. Familiarity with Jira for documenting, tracking, and managing bug reports

. Understanding of Information Excellence (InfoEx) policies and lifecycle processes.

. Documented history of working in the relevant area of expertise.

. Ability to understand and communicate industry best practices to improve business processes.

. Experience supporting users in an enterprise environment.

. Strong communication skills, particularly for Slack/Zoom/MS Teams support.

. Attendance and schedule adherence are requirements of this position.

Level of Knowledge, Skills, and Authority

. Applies advanced concepts, practices, and procedures within the area of specialization.

. Adapts procedures, processes, tools, and techniques to meet complex requirements.

. Works under minimal supervision on varied and sometimes difficult assignments.

. Resolves most issues independently, escalating only the most complex matters.