IT Operations Support Analyst – Evening Shift

About the role

The IT Operations Support Analyst provides evening operational support for enterprise applications, systems, and services that enable North American business operations. The role acts as an escalation point for incidents and service requests requiring advanced troubleshooting beyond initial Service Desk support.

Key responsibilities

• Provide evening operational support and incident response coverage for North American operations.
• Perform L2/L3 triage and advanced troubleshooting of incidents escalated from the Service Desk.
• Investigate and troubleshoot engagement‑related issues, including processing, configuration, permissions, and user access concerns.
• Execute basic SQL queries, data validation, and analyze application logs to identify root causes.
• Monitor, prioritize, and own incidents in ServiceNow, communicating status to users and stakeholders.
• Create and maintain knowledge‑base articles and recommend process improvements.

Required profile

• Strong analytical, critical‑thinking and problem‑solving abilities.
• Excellent written and verbal communication skills for both technical and non‑technical audiences.
• Customer‑focused mindset with ability to work independently on an evening schedule.
• Associate degree in Information Systems, Computer Science, Business or related field, or equivalent experience.
• Three or more years of experience in enterprise application support or IT operations.

Required skills

• Experience supporting enterprise applications and business‑critical systems.
• Working knowledge of Microsoft 365 and Windows operating systems.
• Proficiency with ServiceNow or similar ITSM platform.
• Ability to perform basic SQL queries and data validation.
• Understanding of application authentication, permissions, role assignments and user provisioning.
• Knowledge of networking fundamentals including DNS, VPN, TCP/IP and connectivity troubleshooting.
• Experience using remote support and monitoring tools in a corporate environment.