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Job Description Contract Role Length: 6 Months Location: 100% Onsite in Albany, NY OVERVIEW: Owns the development and advancement of the Call Center Level 2 SharePoint intranet and knowledge base PowerApps by designing and maintaining the site structure, coordinating requirements and timelines with partners, and organizing content and permissions. • Ensures Level 2 staff can quickly access accurate, current, searchable knowledge and supporting scripts while handling calls. Core Duties and Responsibilities: Site design, structure, and user experience • Designs, builds, and maintains the SharePoint intranet and knowledge base PowerApps information architecture, navigation, and page structure., • Facilitates stakeholder review cycles and incorporates feedback to improve usability and adoption., • Maintains an inventory of pages and sections. Content management and readiness coordination • Coordinates content intake and population across contributors., • Ensures content is organized, findable, and formatted for efficient use during live calls., • Tracks and resolves content dependencies and review bottlenecks in partnership with content owners. Requirements definition for the SharePoint intranet and knowledge base PowerApps • Translates call center operational needs into requirements for navigation, search behavior, and day-to-day usability., • Defines and documents expectations for connected tooling (for example, Power Apps components), including performance, user volume, accessibility, and availability., • Recommends and supports design decisions that reduce navigation friction and improve findability across support levels. Stakeholder management, handoffs, and dependency tracking • Coordinates sequencing of work and handoffs across technical partners and internal stakeholders., • Supports phased migration planning to reduce duplication and clarify where different support-level knowledge should live over time. Access controls, permissions, and operational readiness • Defines role-based access and editing permissions, including admin, editor, and read-only tiers., • Identifies, escalates, and supports resolution of SharePoint permissions and access issues. Progress communication and documentation • Produces walkthrough materials and recordings to support review and onboarding., • Maintains clear meeting documentation, action items, and status updates to keep partners aligned and delivery predictable. REQUIREMENTS: • 6 years of relevant experience, • Bachelor's Degree., • An equivalent combination of advanced education, training, and experience will be considered.

Job Title: Call Center Level 2 SharePoint \n Location: Albany – 100% On-site \n Travel: None \n \n Core Duties and Responsibilities: \n\n • Site design, structure, and user experience\n, • Designs, builds, and maintains the SharePoint intranet and knowledge base PowerApps information architecture, navigation, and page structure.\n, • Facilitates stakeholder review cycles and incorporates feedback to improve usability and adoption.\n, • Maintains an inventory of pages and sections.\n, • Content management and readiness coordination\n, • Coordinates content intake and population across contributors.\n, • Ensures content is organized, findable, and formatted for efficient use during live calls.\n, • Tracks and resolves content dependencies and review bottlenecks in partnership with content owners.\n, • Requirements definition for the SharePoint intranet and knowledge base PowerApps\n, • Translates call center operational needs into requirements for navigation, search behavior, and day-to-day usability.\n, • Defines and documents expectations for connected tooling (for example, Power Apps components), including performance, user volume, accessibility, and availability.\n, • Recommends and supports design decisions that reduce navigation friction and improve findability across support levels.\n, • Stakeholder management, handoffs, and dependency tracking\n, • Coordinates sequencing of work and handoffs across technical partners and internal stakeholders.\n, • Supports phased migration planning to reduce duplication and clarify where different support-level knowledge should live over time.\n, • Access controls, permissions, and operational readiness\n, • Defines role-based access and editing permissions, including admin, editor, and read-only tiers.\n, • Identifies, escalates, and supports resolution of SharePoint permissions and access issues.\n, • Progress communication and documentation\n, • Produces walkthrough materials and recordings to support review and onboarding.\n, • Maintains clear meeting documentation, action items, and status updates to keep partners aligned and delivery predictable.\n\n Job Qualifications: \n\n • Bachelor's Degree.\n, • 6 years of relevant experience.\n, • An equivalent combination of advanced education, training, and experience will be considered\n\n \n Regards \n Vinay S \n vinay.s@themesoft.com

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