IT Operations Support Analyst

About the role

The IT Operations Support Analyst provides evening operational support for enterprise applications, systems, and services that enable North American business operations. This 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, advanced troubleshooting, and own incidents through resolution.
• Investigate application issues, access/permission concerns, and data validation requests.
• Monitor and prioritize incidents in ServiceNow based on business impact.
• Create and maintain knowledge‑base articles and recommend process improvements.

Required profile

• Strong analytical, problem‑solving and communication skills.
• Ability to work independently, manage competing priorities and collaborate with distributed teams.
• Willingness to work an evening schedule aligned with North American support needs.
• Associate degree in Information Systems, Computer Science, Business or equivalent experience.

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 write basic SQL queries for data validation and troubleshooting.
• Understanding of application authentication, permissions, role assignments and user provisioning.
• Knowledge of networking fundamentals (DNS, VPN, TCP/IP) and remote support tools.