Technical Analyst I - Team Member Experience Enablement

Company

Cox Enterprises

Job Family Group

Information Technology

Job Profile

Technical Analyst I

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $58,400.00 - $87,600.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Technical Analyst I will report to the Technical Project Manager and will help drive team member engagement and foster a robust team member experience utilizing CEI systems and technology.
 

This successful candidate will assist in building awareness, adoption, and engagement programs for Integrated Business Technology (IBT) initiatives at Cox Enterprise (CEI).

The Technical Analyst I will become the primary subject matter expert for Microsoft 365 and will build comprehensive adoption, enablement and training programs and understand and promote integration features that drive collaboration. The Analyst will play a critical role for the Experience Enablement Team as a hands-on expert for the ConnectedExperience SharePoint portal, posting news, job aids and other relevant content.

Responsibilities

• Work with internal teams to begin building relationships and become a trusted resource.

• Respond to service requests and work to ensure customer satisfaction.

• Mitigate and resolve day-to-day issues, risks and conflicts escalated by stakeholders.

• Establish and maintain relationships across technology support and solution teams, staying current on all support and service offerings.

• Assess end user feedback and apply innovative and creative mechanisms to establish, improve and refine services.

• Coordinate cross divisional collaboration efforts with peers to support business outcomes.

• Assist in the design of training curriculums, providing content expertise and framework for the development and execution of end user training and procedures.

• Plan and promote training opportunities with Microsoft and other partners

• Moderate training sessions and provide CEI specific details on tool usage

• Analyze training attendance and app usage to determine effectiveness

• Compile monthly usage reports for MS Teams, Zoom, and other applications

• Identify and communicate meaningful use cases that demonstrate the value of CEI systems and technology

• Analyze, review and report on tool performance, adoption, and engagement, providing recommendations to optimize employee experience.

• Research and adapt relevant content for positioning on the ConnectedExperience portal, including new feature announcements and training events.

• Promote awareness and adoption of the ConnectedExperience portal through team member engagement activities

• Compile and share site adoption information, including usage trends and statistics and recommending aligned improvements.

• Partner with vendors to remain up to date on technologies and communicate upgrades and new functionality.

• Routinely participate in vendor and project calls, often leading both internal update and Q&A sessions when necessary.

Minimum Qualifications

• Bachelor’s degree in a related discipline. The right candidate could also have a different combination, such as 4 years’ experience in a related field

• 1+ years of relevant professional experience supporting collaboration or IT services

• 1+ years of experience with Microsoft Office 365 required

• Modern SharePoint communications site management

• General communications experience

• Self-motivated with critical attention to detail and the talent to deliver clear messages in a way that builds understanding and commitment

• Ability to work independently and in a team environment, with a strong sense of ownership and accountability

Preferred

•  Familiarity with direct marketing tools (such as EmailOpen) 

• Photo editing/graphics experience a plus

• Strong analytical and problem-solving skills with attention to detail

• Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical stakeholders 

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Benefits

The Company offers eligible employees the