Review existing M365 contracts to understand service delivery, levels, response times, and effectivenessAnalyze current and future service support to identify gaps between departmental requirementsWork with stakeholders to document business needs, ensuring accuracy and alignment with goalsDevelop detailed functional and non-functional requirements to address gaps and support business objectivesWork with stakeholders, including school and corporate representatives, to gather M365 support needsDocument findings, recommendations, and requirements to support decision-making and negotiationsIdentify and propose solutions to eliminate overlaps in support services across business linesFacilitate discussions with stakeholders to establish requirements and align expectationsEnsure requirements comply with departmental policies, industry standards, and regulationsImplement mechanisms to track the effectiveness of M365 support for continuous improvement in contracts.Competencies and skill level required:Relevant experience in Business Analysis, Information Technology, or a related fieldExperience in assessing and finalizing operational support services for ICT products, particularly Microsoft 365Experience working within government or large enterprise environments on ICT service management or procurement activitiesStrong understanding of IT service management frameworks (e.g., ITIL)Knowledge of procurement processes and contract management within a government settingExperience in gap analysis and service agreements
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