Job Description
Job Description
Job Title: Senior IT Operations Specialist (Tier 3)
Primary Location: Chicago, IL (hybrid)
Position Type: 6-12 Month Contract
Overview
TalentFish is casting a line for a Senior IT Operations Specialist. This is a contract role in Chicago, IL.
What You Bring to the Role. (Ideal Experience)
- Hands-on ServiceNow experience in an ITSM environment.
- Experience owning and/or managing operational ticket queues.
- Tier 2/Tier 3 enterprise support experience.
- Active Directory and identity and access management experience.
- Strong ticket documentation and service-management discipline.
- Experience coordinating issues across several technical teams.
- Ability to work independently and drive work through closure.
- Strong written and verbal stakeholder communication skills.
- Process documentation and knowledge-management experience.
- Experience using Jira to manage projects, tasks, and workflows.
What You'll Do. (Skills Used in this Position)
- Serve as an escalation point for complex Tier 3 support issues.
- Manage ServiceNow ticket queues, including assignment, aging, status, documentation, and closure.
- Identify tickets that should be handled as Jira project tasks instead of operational incidents or requests.
- Resolve or coordinate Active Directory, account, access, device, distribution-list, privileged-access, and non-SSO account issues.
- Coordinate dependencies across Service Desk, Field Support, Infrastructure, Security, Legal, Finance, and office stakeholders.
- Create and maintain process guides and knowledge documentation.
- Use Jira to plan and track project work, dependencies, risks, and decisions.
- Identify opportunities for workflow improvement and automation.
- Communicate clearly with stakeholders and drive ambiguous, multi-owner work through closure.
- Support office infrastructure changes, contractor enablement, and other operational projects.
- Manage and prioritize the team’s operational ticket queue.
- Participate in team stand-up meetings to discuss priorities, progress, and outstanding issues.
- Create and define Jira stories to document requirements and track work through completion.
Compensation Information
This role requires authorization to work in the U.S. without current or future visa sponsorship. The expected hourly rate for this position is $45 - $60 per hour, depending on experience and qualifications. This role also qualifies for comprehensive benefits such as health insurance and paid time off. TalentFish is committed to pay transparency and equal opportunity. The salary range provided is in compliance with applicable state and federal regulations. All offers are contingent upon the completion of a background check, which may include but is not limited to reference checks, education verification, employment verification, drug testing, criminal records checks, and any required certifications or compliance requirements based on the end client's background check policies and applicable laws.
TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible. At TalentFish we are an Equal Opportunity Employer; we embrace and encourage diversity.
Company DescriptionTalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible. At TalentFish we are an Equal Opportunity Employer; we embrace and encourage diversity.
Company Description
TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible. At TalentFish we are an Equal Opportunity Employer; we embrace and encourage diversity.