The IT Operations Specialist is responsible for managing and supporting enterprise IT infrastructure, business applications, manufacturing systems, and end-user services to ensure reliable and efficient operations. The role leads ITIL-based service management processes, administers ServiceNow, Windows, Azure, and Microsoft 365 environments, supports enterprise application integrations, oversees IT asset management and procurement, and drives operational excellence through process improvements, automation, and customer-focused IT support.
Provide end-to-end IT operational support for enterprise applications, end-user computing environments, infrastructure services, and manufacturing operations while ensuring an exceptional customer-centric support experience.
Lead Incident, Problem, Change, and Service Request Management processes in accordance with ITIL best practices, ensuring service availability, operational excellence, and SLA compliance.
Serve as the primary administrator and subject matter expert for ServiceNow (SNOW), managing incidents, service requests, change management, problem management, workflows, automation, dashboards, and reporting.
Administer and support Windows environments, including Active Directory, Group Policy (GPO), DHCP, DNS, Microsoft 365, Azure cloud technologies, and Windows 11 endpoint management.
Manage modern device deployment and lifecycle processes using Microsoft Intune and Windows Autopilot, ensuring secure, scalable, and efficient endpoint operations.
Support the integration and ongoing operation of enterprise applications, including CRM, HRIS, Microsoft 365, Oracle E-Business Suite (EBS), Power Platform solutions, and third-party business systems.
Collaborate with global and local stakeholders to design, implement, and support enterprise system integration projects utilizing APIs, automation, and industry-standard technologies.
Maintain accurate technical documentation, operational procedures, workflows, configurations, integration designs, and knowledge articles to support business continuity and accountability.
Manage and maintain a highly accurate Configuration Management Database (CMDB), ensuring hardware assets, software assets, network dependencies, and associated records are regularly validated and audited.
Lead IT Asset Management activities, including deployment, utilization, inventory control, asset tagging, lifecycle management, compliance tracking, security controls, and asset disposal.
Coordinate internal and external audits related to IT assets and compliance activities, ensuring adherence to organizational policies, governance standards, and IT Service Management frameworks.
Manage IT procurement activities, including sourcing, purchasing, receiving, vendor coordination, inventory management, and lifecycle management of IT hardware, software, and related services.
Prepare, manage, and monitor IT CAPEX and OPEX budgets, supporting financial planning, cost optimization, and operational accountability.
Develop and present business intelligence dashboards and operational reports using Microsoft Power BI to support asset management, procurement planning, inventory visibility, and operational performance tracking.
Architect, support, and maintain secure and reliable LAN, VLAN, WLAN, VPN, and manufacturing network environments to ensure seamless connectivity between production systems and enterprise applications.
Provide technical support and troubleshooting for Oracle EBS environments, including client connectivity, browser compatibility, and Java-related issues.
Participate in hiring, coaching, mentoring, and developing team members while fostering a collaborative, authentic, agile, and high-performing IT culture.
Identify operational risks, drive continuous improvement initiatives, and recommend innovative technologies and processes to enhance business performance and customer satisfaction.
Ensure data security, backup integrity, system reliability, and compliance with organizational cybersecurity and governance standards.
8+ years of experience in IT Infrastructure, IT Operations, or Enterprise Support environments, including 2–3 years in a supervisory or team leadership capacity within a manufacturing environment.
ITIL v4 Foundation or Specialist certification is mandatory.
Strong understanding of Incident, Problem, Change, and Service Request Management processes and IT Service Management best practices.
Extensive experience administering Windows environments, including Active Directory, Group Policy (GPO), DHCP, DNS, Windows 11, Microsoft 365, Microsoft Intune, Windows Autopilot, and Azure cloud technologies.
Proven experience supporting enterprise applications and business systems, including CRM solutions, HRIS platforms, Microsoft 365, and integrated business applications.
Strong experience with ServiceNow administration, workflow configuration, CMDB management, reporting, and process automation.
Experience supporting enterprise application integrations utilizing APIs, automation platforms, and modern integration tools.
Knowledge of IT Asset Management processes, governance, lifecycle management, auditing, inventory controls, and compliance requirements.
Experience managing IT procurement processes, vendor relationships, asset acquisition, and lifecycle management activities.
Strong understanding of CAPEX and OPEX budgeting, financial planning, operational reporting, and cost-control practices.
Knowledge of BOM and Non-BOM material management processes in manufacturing environments.
Experience developing operational dashboards and reports using Microsoft Power BI.
Strong understanding of LAN, Wi-Fi, VPN, and network infrastructure troubleshooting.
Experience supporting manufacturing environments, production systems, and factory operations.
Strong analytical, problem-solving, customer service, communication, and stakeholder management skills.
Demonstrated ability to work independently, apply sound judgment, influence stakeholders, and deliver measurable business outcomes.
Proven ability to act in an accountable, collaborative, customer-focused, and agile manner while supporting business-critical operations.
PMP, CCNA, VCP, or similar industry certifications.
Experience supporting industrial manufacturing networks and operational technology (OT) environments.
Advanced knowledge of cloud technologies, automation platforms, and digital transformation initiatives.
Experience integrating Microsoft Power Platform solutions with enterprise systems.
Familiarity with cybersecurity best practices, governance frameworks, and compliance standards.
Experience leading enterprise infrastructure or application implementation projects.
Knowledge of Oracle EBS administration and enterprise resource planning environments.
Experience driving operational excellence initiatives through process optimization and automation.
Understanding of Utilities, Energy, Industrial, or Manufacturing technology environments.
Passion for innovation, continuous improvement, and leveraging technology to enhance customer and business outcomes.
