IT Operations Support Analyst

About the role

We are looking for an IT Operations Support Analyst to provide 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 that require advanced troubleshooting beyond the Service Desk.

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 resolve application issues, configuration, permission and user access concerns.
• Execute basic SQL queries, data validation and troubleshooting to assist diagnosis.
• Analyze application logs, system events and monitoring data to identify root causes.
• Manage user provisioning, role assignments and security access requests.
• Monitor, prioritize and own incidents in ServiceNow, communicating status to users and stakeholders.
• Escalate complex issues to Development, Infrastructure or Engineering teams with documented findings.
• Create and maintain knowledge‑base articles, troubleshooting guides and operational documentation.
• Identify recurring issues and recommend process improvements.

Required profile

• Experience supporting enterprise applications and business‑critical systems.
• Working knowledge of Microsoft 365 and Windows operating systems.
• Experience managing incidents and service requests through ServiceNow or a similar ITSM platform.
• Ability to perform basic SQL queries for data validation and troubleshooting.

Required skills

• Microsoft 365
• Windows Operating Systems
• ServiceNow
• SQL (basic queries)