Note: The job is a remote job and is open to candidates in USA. TalentFish is casting a line for a Sr. IT Operations Specialist. This role involves managing complex IT support issues, overseeing ticket queues, and coordinating with various stakeholders to improve operational workflows.
Responsibilities
- Serve as an escalation point for complex Tier 3 support issues
- Manage ServiceNow ticket queues, including assignment, aging, status, documentation, and closure
- Identify tickets that should be handled as Jira project tasks instead of operational incidents or requests
- Resolve or coordinate Active Directory, account, access, device, distribution-list, privileged-access, and non-SSO account issues
- Coordinate dependencies across Service Desk, Field Support, Infrastructure, Security, Legal, Finance, and office stakeholders
- Create and maintain process guides and knowledge documentation
- Use Jira to plan and track project work, dependencies, risks, and decisions
- Identify opportunities for workflow improvement and automation
- Communicate clearly with stakeholders and drive ambiguous, multi-owner work through closure
- Support office infrastructure changes, contractor enablement, and other operational projects
- Hands-on ServiceNow experience in an ITSM environment
- Experience owning or managing operational ticket queues
- Tier 2/Tier 3 enterprise support experience
- Active Directory and identity/access-management experience
- Strong ticket documentation and service-management discipline
- Experience coordinating issues across several technical teams
- Ability to work independently and drive work through closure
- Strong written and verbal stakeholder communication
- Process documentation and knowledge-management experience
- Jira experience for project and task management
Skills
- Serve as an escalation point for complex Tier 3 support issues
- Manage ServiceNow ticket queues, including assignment, aging, status, documentation, and closure
- Identify tickets that should be handled as Jira project tasks instead of operational incidents or requests
- Resolve or coordinate Active Directory, account, access, device, distribution-list, privileged-access, and non-SSO account issues
- Coordinate dependencies across Service Desk, Field Support, Infrastructure, Security, Legal, Finance, and office stakeholders
- Create and maintain process guides and knowledge documentation
- Use Jira to plan and track project work, dependencies, risks, and decisions
- Identify opportunities for workflow improvement and automation
- Communicate clearly with stakeholders and drive ambiguous, multi-owner work through closure
- Support office infrastructure changes, contractor enablement, and other operational projects
- Hands-on ServiceNow experience in an ITSM environment
- Experience owning or managing operational ticket queues
- Tier 2/Tier 3 enterprise support experience
- Active Directory and identity/access-management experience
- Strong ticket documentation and service-management discipline
- Experience coordinating issues across several technical teams
- Ability to work independently and drive work through closure
- Strong written and verbal stakeholder communication
- Process documentation and knowledge-management experience
- Jira experience for project and task management
Benefits
- Comprehensive benefits such as health insurance and paid time off
Company Overview