IT Operations Specialist

Are you ready to make an impact? West Monroe is seeking an IT Operations Specialist, Level 2 to join our internal Infrastructure & Operations organization. This role will serve as a Tier 3 escalation resource, help manage operational queues and service performance, develop process documentation, and deliver cross-functional technology projects and continuous-improvement initiatives.

The ideal candidate is a hands-on IT operations professional who combines strong technical troubleshooting with disciplined follow-through. They should be comfortable moving work across multiple owners, identifying the right stakeholders, documenting how work should be performed, and improving the workflows and tools that support a distributed professional-services organization. This is a strong opportunity for someone who enjoys solving ambiguous problems, improving IT service-management practices, learning automation platforms such as Torq, applying approved AI tools responsibly, and turning operational knowledge into reliable and scalable processes.

Responsibilities

As an IT Operations Specialist, Level 2, you will: Serve as a Tier 3 escalation resource for complex incidents and requests spanning endpoint, identity and access, Microsoft 365, office technology, connectivity, account administration, and related enterprise-support domains. Manage assigned operational queues by monitoring aging, ownership, blockers, service levels, escalations, and closure quality. Coordinate work across Field Support, Service Desk, infrastructure, cybersecurity, Legal, Finance, office teams, vendors, and other business stakeholders.

Apply sound technical and operational judgment to sensitive access changes, account transitions, privileged-access questions, and other higher-risk support activities. Identify recurring service issues and use incident, request, and ticket-pattern data to recommend practical improvements. Develop and maintain process guides, knowledge articles, operational runbooks, standards, and support procedures in the approved knowledge structure.

Lead or contribute to technology projects and change activities using Jira for planning, ownership, dependencies, risks, decisions, and status reporting. Continue and expand ITSM workflow and automation improvements by helping prioritize opportunities, map current-state processes, design future-state workflows, test changes, document results, and measure outcomes. Learn and apply Torq and other approved automation tools to reduce repeatable manual work, improve data quality, strengthen control points, and increase operational reliability.

Design automations with appropriate testing, error handling, access controls, monitoring, documentation, and support ownership. Use approved AI tools for appropriate operational work such as process analysis, draft documentation, ticket-pattern synthesis, and improvement ideation Create context-rich AI prompts that clearly define the role, objective, relevant business context, source material, constraints, desired output, and validation criteria. Validate AI-assisted outputs through source review and human judgment while following West Monroe security, privacy, confidentiality, and responsible-use

Requirements

Track the impact of process and automation improvements through measures such as cycle time, manual steps, avoidable handoffs, rework, queue aging, data quality, and documented time savings. Communicate status, risks, decisions, and support needs clearly to both technical and non-technical stakeholders. Contribute to ITSM governance, change management, operational reviews, service reporting, and continuous-improvement practices.

Participate in an escalation or after-hours support rotation as needed for critical operational issues.

Qualifications

We are looking for someone with: 3+ years of experience in IT operations, technical support, field services, service management, systems support, or a related enterprise-technology role. Experience troubleshooting complex