IT Operations Support Specialist

IT Operations Support Specialist,34714

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Role Overview

IT Operations Support Specialist

Key Responsibilities

Technical Troubleshooting & Problem Resolution

• Diagnose and resolve complex operational issues across enterprise collaboration tools such as Microsoft Teams, Miro, Slido, and similar platforms.
• Perform root cause analysis and implement long-term fixes to prevent recurring issues.
  

Incident, Request & Problem Management

• Manage incidents, service requests, and problems using IT service management tools (e.g., ServiceNow or equivalent).
• Prioritize, track, and escalate issues appropriately to ensure timely resolution and minimal business impact.
  

Cross-Functional Collaboration

• Work closely with internal teams, external partners, and vendors to resolve issues and drive service improvements.
• Communicate effectively with both technical and non-technical stakeholders to align on solutions and expectations.
  

Agile & Workflow Management

• Apply Agile methodologies (Scrum, Kanban) to manage operational workflows and continuous improvements.
• Use tools like JIRA or similar platforms to track tasks, manage backlogs, and monitor progress.
  

Customer-Centric Service Delivery

• Understand customer needs and validate solutions to ensure they meet business and operational requirements.
• Gather feedback and translate it into actionable enhancements to improve service quality.
  

Service Vision & Roadmap Contribution

• Contribute to defining and refining the vision and roadmap for IT service offerings.
• Ensure alignment between business goals and service enhancements to deliver measurable value.
  

Automation & Integration

• Review, recommend, and support automation solutions using tools such as Microsoft Power Automate or Power Platform.
• Collaborate with stakeholders to define and implement integration requirements.
  

Operational Excellence

• Manage multiple assignments and stakeholders while maintaining service quality and meeting priorities.
• Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
  

Data Analysis & Reporting

• Collect and analyze operational metrics to track performance and identify improvement areas.
• Prepare clear, actionable reports to support data-driven decision-making.
  

Security & Risk Awareness

• Follow security best practices and understand enterprise risk considerations related to collaboration platforms and IT services.
  

Required Skills & Experience

• 5+ years of experience in IT Operations Support or a similar role.
• Strong experience with ITSM tools (e.g., ServiceNow).
• Hands-on exposure to collaboration platforms and automation tools.
• Working knowledge of Agile methodologies and project tracking tools.
• Excellent problem-solving, communication, and stakeholder management skills.
  

Ideal Candidate Profile