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SharePoint Systems Analyst

Job Location Minneapolis, Minnesota

Position Purpose: 

Sleep Number is an innovation leader with our ongoing customer relationship as a competitive advantage.  To enhance and improve our life-long relationships we are focused on the simplification and consistency of our content solutions as part of our Knowledge Management strategy.  The SharePoint System Analyst is responsible for the ongoing management, daily operations and continued evolution of the SharePoint sites supporting our customer facing teams.  This role is also responsible for defining and ensuring adherence to governance and best practices of SharePoint.  This role will act as a SharePoint expert support resource for power users across the enterprise and will be part of the Knowledge Management team working to deliver an excellent customer and employee experience.

Primary Responsibilities:

  • Support and maintain SharePoint Online site collections across the enterprise, including lists, libraries, content templates, search and information architecture.
  • Develop and maintain site collection configuration and architecture documentation.
  • Leverage third-party SharePoint application features to enhance site collection user experience.
  • Configure and maintain SharePoint search engine rules for optimized search results.
  • Design and implement operational procedures to maintain SharePoint site collections ensuring optimal user experience and high availability of all site features.
  • Ensure ongoing maintenance of non-production site collections including configuration and content migration synchronization from production site.
  • Facilitate change and release management of SharePoint features in conjunction with IT change management procedures.
  • Establishes and maintains Site Collection governance rules in partnership with the Knowledge Management team.
  • Manages SharePoint permissions and ensures adherence to permissions policy. Partner with IT to maintain  Active Directory integrations.
  • Responsible for day to day support of SharePoint via incident and problem resolution in conjunction with IT and 3rd party vendors including Microsoft.
  • Mentors SharePoint power users on SharePoint functionality and best practices.
  • Provide SharePoint support to end users.

Key Performance Indicators:

  • Customer Service, Ownership and Home Delivery  Customer Satisfaction scores
  • Sales, Relationship Center and Home Delivery employee Net Promoter Score (NPS)  and engagement index
  • User adoption and Knowledge Management effectiveness metrics
  • Incident and Problem resolution SLA adherence
  • Adherence to deadlines

Position Requirements: 

  • Bachelor’s degree required
  • 3+ years systems analysis and administration of SharePoint site collections
  • Advanced knowledge in SharePoint Online and O365 applications.
  • Experience with 3rd party SharePoint platforms a plus, Akumina preferred.
  • 3 or more years business/ technology/service experience
  • 2 or more years in Retail/Consumer goods business (B2C)
  • Working knowledge of knowledge management technology solutions

Knowledge, Skills & Abilities:

  • Exceptional presentation, communication and customer service skills.
  • Strong Critical thinking and problem-solving skills
  • Meticulous organizational skills and ability to see bigger picture across broad set of business units.
  • High energy, enthusiastic and motivated demeanor with ability to self-manage work.
  • Ability to be agile; readily adapt to change in a faced paced environment.
  • Ability to multi-task, prioritize and delegate tasks.
  • Ability to work collaboratively with others; build strong work relationships and establish self as a trusted team member.
  • Demonstrated proficiency in verbal and written communication.
  • Empathetic and customer centric mindset
  • Ability to view situations from multiple customer and user perspectives.
  • Willingness to be hands-on while leading team.

Working Conditions (if applicable):

  • Located in Minneapolis, MN
  • Up to 15% travel to engage customer-facing teams (Retail, contact center, home delivery) and vendors

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Job ID R3329
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