What are the responsibilities and job description for the User Support Specialist - Microsoft 365 position at Herschend?
Herschend is the world’s largest family-owned themed attractions company, with 12,000 passionate hosts collectively entertaining 15 million families each year.
The heart of Herschend’s success has long been the world-renowned hospitality that’s rooted in our DNA. We call it Heartspitality®. It’s a unique culture that blends our ethos of Leading with Love and our purpose of Bringing Families Closer Together by Creating Memories Worth Repeating® to create real impact and joy that spreads through our hosts to our guests and out into our communities.
Herschend’s portfolio of more than two dozen beloved family entertainment brands across North America includes iconic award-winning destinations such as Dollywood® Parks & Resorts, Silver Dollar City® Company, Adventure Aquarium®, Callaway Resort & Gardens®, Kentucky Kingdom Theme & Water Park®, Newport Aquarium®, The Vancouver Aquarium® and Wild Adventures®. In addition to its premier themed attractions, Herschend is proud to steward the World-Famous Harlem Globetrotters® legacy and provide immersive content and experiences through our Herschend Entertainment Studios® and Pink Adventure Tours® brands.
As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.
The User Support Specialist - Microsoft 365 position is responsible for enhancing user experience by providing top-notch IT support and productivity optimization through automation using Microsoft PowerAutomate, SharePoint, Teams, and other M365 tools. The optimal candidate has a strong technical base, excellent communication skills and a passion for process efficiency.
Position Roles & Responsibilities:
- Assist in driving the adoption and ongoing enhancement of M365 to improve efficiency, communication and collaboration across the organization.
- Work with business partners to identify use cases for automation that streamline operations and enhance productivity.
- Collaborate with business partners to design, build, and maintain automated workflows using Microsoft PowerAutomate, SharePoint, and other M365 tools.
- Measure and communicate examples of how automation improves productivity across teams.
- Create documentation and conduct user training sessions to help users effectively adopt automated processes and tools.
- Maintain up-to-date knowledge of trends and tools related to business process automation and workplace collaboration.
- Monitor system performance and user feedback to continually refine and enhance automated solutions.
- Troubleshoot and resolve issues related to automation workflows.
- Provide excellent customer service and build rapport by communicating clearly and effectively with users at all levels.
- Record, track, and document incident management and resolution in the Help Desk software, helping to build out the internal Knowledge Base.
- Provide ad hoc support to enterprise IT Operations projects and initiatives.
- Assist with data, email and other migrations into the Microsoft 365 tenant.
- Work with infrastructure and operations teams to continue building the M365 tenant according to best practices and adapting new technologies.
- Implement strategies to drive user adoption of the platform and educate users on available Microsoft 365 tools.
Position Requirements:
- Bachelor’s degree with 1-3 years of experience in user support, IT help desk, business process analysis or systems analysis (commensurate relevant experience may satisfy education requirement).
- Expert proficiency with PowerAutomate, Teams, SharePoint and other related automation tools.
- Microsoft 365 certifications preferred
- Experience in business process analysis, optimization and documentation.
- Proactive self-starter with the ability to work independently and as part of a team, with a friendly attitude.
- Proven ability to manage time efficiently and meet deadlines while juggling multiple priorities.
- Strong interpersonal skills and ability to effectively work with business and technical teams.
- Potential travel to support planned technology rollouts at operating property locations.
- After-hours and weekend support as needed.
