M365/End User Systems & Applications Customer Experience/Training/Knowledgebase Lead - Washington, DC

The M365/End User Systems & Applications Customer Experience/Training/Knowledgebase Lead will be at the forefront of Microsoft 365 platform with experiences in change management of user migrations for an organization from legacy systems into M365 tools. The successful candidate will have significant knowledge of M365 platform, services, and support user experience needs of users including training and knowledge creation and diffusion. The position will act as an end user surrogate and provide insights into user community needs and desires, and work provide consultation and recommendations to the program team that may include advances and change management of enterprise architecture, configurations, utilization of best practices for feature adoption, and strategies to support M365 operational KPIs. The candidate will support enterprise governance and work within an ITIL service delivery model. Key responsibilities may include change management, development of end user training curriculum and materials, knowledgebase articles, tip sheets, manage enterprise knowledge management system. Position will support the Program Manager in gathering and analyzing requirements, leveraging end user and customer experience to drive solution design, and execute continuous improvements and adoption of changes, while delivering high customer satisfaction. Additionally, the candidate must possess strong creative, communication, and collaboration skills.

Basic Qualifications

• Experience supporting transition to M365 platform across different business units.
• Experience with Microsoft's entire cloud suite including core components such Office, Teams, SharePoint, OneDrive, etc.
• Experience in understand enterprise authentication and authorization flows and dependencies
• Presentation and requirements elicitation skills
• Attention to Detail - is thorough when performing work and conscientious about attending to detail.
• Customer Service – works well with clients and other vendors in achieving mission success and is committed to providing quality products and services.
• Strong Communication Skills – be able to expresses key ideas and obtain tangible feedback from cross-functional team members and stakeholders.
• Critical Thinking and Problem Solving - identifies risks and problems, and be able to conduct qualitative and quantitative analysis to generate and evaluate alternatives and to make recommendations.
• Expertise with organizational change management including end user training and create necessary curriculum
• Experience in user experience and customer experience methodologies for application and platform integrations and rollouts
• Experience with creating knowledgebase articles and manage knowledge management systems
• Demonstrates a high degree of customer service and teamwork
• Knowledge of Agile/Scrum concepts
• Knowledge of ITIL concepts
• Experience in supporting federal government

Typical Minimums

Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 5 years of professional experience; or 3 years of professional experience with a related Masters degree. Considered career, or journey, level.

Desired skills

• M365 Certifications (any level)
• Knowledge Center Services Certification
• ITILv Certified

Original Posting Date:

2024-06-26

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $68,900.00 - $124,550.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.