Own and manage various IT operational activities, including software management and Active Directory group administration
Create, update, and maintain ServiceNow knowledge articles
Efficiently complete a work queue in ServiceNow
Provide regular updates to lead such as issue escalation, status reporting, etc.
Provide customer service and issue resolution as escalated support for the service desk
Execute repeatable IT tasks with accuracy and consistency
Identify opportunities for process improvement and develop new or enhanced workflows
Integrate AI solutions into existing and new IT processes
Analyze operational challenges, connect the dots, and propose effective solutions
Collaborate with team members to ensure seamless IT operations and knowledge sharing

Experience with creating, updating, and maintaining ServiceNow knowledge articles and managing work queues in ServiceNow.
Strong skills in providing customer service and resolving issues.
Capability to execute repeatable IT tasks with accuracy and consistency.
Skills in identifying opportunities for improvement, developing new workflows, and enhancing existing processes.
Familiarity with integrating AI solutions into IT processes to drive efficiency.
Expertise in troubleshooting and resolving IT service issues.
Knowledge of process documentation and workflow automation.
Knowledge of tools such as ServiceNow and Active Directory.
Familiarity with HTML or other web development coding.
Ability to manage time effectively and balance routine tasks with innovation-focused initiatives.
Ability to translate technical challenges into actionable solutions through critical thinking and curiosity.
Strong teamwork and communication skills to ensure seamless IT operations and shared understanding among team members.

Operations Analyst

Key skills