Job Description

Our goal is to solve problems and deliver results for our clients. At Cloud and Things, you can be a part of transforming the public sector’s IT environment. Our team is on the forefront of helping to solve the government's most complex IT challenges. If you are seeking a role that offers the opportunity to work on rewarding projects, consider a career with Cloud and Things. 

*This is an exempt position. Salary commensuratewith experience*

Overview

Location: Albany, NY

Salary: $110,000 – 125,000

We are seeking a SharePoint Call Center Specialist who will support our NYS client in a call center environment to maintain SharePoint Intranet. This role will help ensure content is easy to find, properly structured, and ready for use during live support interactions. The ideal candidate is a detail-oriented collaborator with strong SharePoint, content management, stakeholder coordination, and user experience skills.

Duties

• 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.

Mandatory Qualifications

• Bachelor’s Degree or combination of advanced education and experience.
• 6+ years of experience designing, building, and maintaining SharePoint intranets, knowledge bases, or similar enterprise content platforms.
• 2+ years Call Center environment expereince.
• Experience creating information architecture, site navigation, page structure, and content inventories for enterprise intranet or knowledge base sites.
• Experience translating call center or support operations needs into clear requirements for navigation, search, and day-to-day usability.
• Experience tracking content dependencies, review bottlenecks, technical handoffs, and action items through resolution.
• Experience defining role-based access and editing permissions for at least 3 access tiers, such as admin, editor, and read-only users.

Cloud and Things complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.

AI-Assisted Resume Evaluation Notice

Cloud and Things – Talent Management

Notice to Candidates

Cloud and Things utilizes artificial intelligence (AI) tools to assist our recruiting team in evaluating candidate applications for streamlining; consistency, efficiency, and thoroughness. All hiring decisions are ultimately made by our human recruiting professionals.

How AI Is Used

Our AI tools assist by:

• Analyzing resumes against job requirements
• Supporting our recruiters in candidate data evaluation
• Ensuring consistent review standards across all applications

Important: AI serves as a support tool only. As noted above, all candidate selection and hiring decisions are made by experienced human recruiters. Your unedited resume will be processed by our AI tools as part of this evaluation.

Your Data and Privacy

Cloud and Things Data Handling

• Your information is processed securely and used exclusively for recruitment purposes
• Cloud and Things may store your resume in our Applicant Tracking System (ATS) indefinitely for future job matching opportunities
  • You may opt out of long-term ATS storage by emailing your name and your request to opt out of storing your resume in the ATS to: ***email_hidden***
• All personal information is handled confidentially in accordance with our privacy policy

AI Tool Data Processing

• AI processing data is retained for a maximum of 90 days, after which it is deleted
• All data sent to AI tools is encrypted in transit and at rest
• AI tools comply with applicable privacy laws including GDPR and CCPA
• Personal data is anonymized or minimized wherever possible during AI processing

Your Participation

By submitting your application, you acknowledge this notice and consent to AI-assisted evaluation as part of our recruitment process. You may opt out only by choosing not to submit your resume for consideration.

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