ITIL Specialist 2, Technical Operation Specialist

What you'll do

• Support daily technical operations including IT service management processes and platform administration.
• Administer and maintain operational tools such as Jira, Confluence, GitHub, and CI/CD solutions.
• Coordinate incident management, production troubleshooting, root cause analysis, and service restoration activities.
• Execute approved production changes, database queries, and tasks according to established controls.
• Manage user access requests, permissions, role assignments, and Segregation of Duties (SoD) controls.
• Develop and maintain runbooks, knowledge articles, and standard operating procedures (SOPs).
• Support audit, governance, and compliance initiatives by collecting evidence and maintaining documentation.

What we're looking for

• Bachelor's degree or equivalent work experience.
• ITIL Service Management Foundation certification.
• At least 3 years of experience implementing and supporting IT infrastructure, development, and operations using ITIL concepts.
• Experience with platform administration including Jira, Confluence, GitHub, CI/CD pipelines, and monitoring tools (preferred).
• Knowledge of ITIL Framework, Incident Management, Change Management, and Problem Management best practices (preferred).
• Understanding of access management, least-privilege security principles, and Segregation of Duties controls (preferred).
• Familiarity with SDLC, Agile methodologies, DevOps, and compliance frameworks like ISO 27001 or SOC 2 (preferred).
• Additional certifications such as Atlassian Administration, AWS Cloud Practitioner, CSM, or Security+ are preferred.