Sr. IT Operations Specialist (Jira/ServiceNow/AD/Tier 3 Support)

Job Title: Sr. IT Operations Specialist (Jira/ServiceNow/AD/Tier 3 Support)

Primary Location: Must be local - Hybrid in Chicago

Position Type: Contract

Must have active LinkedIn, perfect comm skills.

What You Bring to the Role. (Ideal Experience)

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.

Hands-on ServiceNow experience in an ITSM environment

Experience owning or managing operational ticket queues

Tier 2/Tier 3 enterprise support experience

Active Directory and identity/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

Process documentation and knowledge-management experience

Jira experience for project and task management

What You'll Do. (Skills Used in this Position)

• Managing a Que.

• Stand Up meetings with team

• Define stories in Jira