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Messaging and Knowledge Management Analyst


Curitiba, PR, BR

Company:  ExxonMobil

Job Role Summary

Position will have primary responsibility to provide Level 3 technical and problem resolution support for messaging and collaboration infrastructure components worldwide (Microsoft Exchange 2013/2016 and/or Microsoft SharePoint 2013/2016) .
Candidates have strong technical/analytical/communication skills, are quick learners, and capable of working in a global, virtual team.

Primary Job Functions

• Work as member of 24x5 follow-the-sun team to provide Level 3 support for the global messaging & collaboration environment.
• Rotate as on-call member during weekends (12 hours coverage for West time zone).
• Respond to problem tickets and service requests following Problem Management Best Practices, which includes communication/coordination with Level 2 organizations, end users and external vendors (Microsoft/Apple/Cisco/etc.).
• Analyze log files and server events to identify root cause of failure and appropriate resolution.
• Project coordination and/or execution for messaging related initiatives.
• Participate in global virtual team spanning multiple time zones.

Additional/Other Responsibilities may include: 

• Support of externally-hosted collaboration services: WebEx eMeeting, and Runaware. 
• Manage problem escalations to vendor 
• Manage high-impact outages 
• Develop additional infrastructure processes as needs are identified 
• Develop documentation of processes (as needed)

Preferred Knowledge/Skills/Abilities

  • Desired Skills/Experience:

    • Microsoft/collaboration infrastructure components (Microsoft Exchange 2013/2016 and/or Microsoft SharePoint 2013/2016).
    • Server/Network support/operations.
    • Network Security and Naming Services, DNS Best Practices 
    • RFC Compliance for SMTP (RFC 2821, 2822 and 1123),  
    • IP troubleshooting tools (DNS/Trace route, etc.). 
    • Customer support.
    • Application support.
    • Knowledge on Agile Methodology.

    General Skills (required):

    • Good analytical and troubleshooting skills.
    • Willingness and ability to learn new technologies and skills through self-initiative.
    • Effective verbal and written communication skills.
    • Flexibility and enthusiasm to work on a global team with teammates and customers from many different countries.
    • Customer focus.
    • Adaptability to change.
    • Time management.
    • Ability to lead small projects.




ExxonMobil is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

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