IT Operations Analyst

We are looking for an experienced IT Operations Analyst to join our team in Naperville, Illinois. This is a long-term contract position offering the opportunity to work in a dynamic, hybrid environment. The ideal candidate will play a key role in ensuring efficient IT operations, delivering exceptional technical support, and contributing to impactful infrastructure projects.

Responsibilities:

• Manage and prioritize ticket queues in Jira and Freshservice to ensure timely resolution of support requests.

• Oversee onboarding and offboarding processes, including Azure Entra ID account setup, Microsoft 365 licensing, and device logistics.

• Maintain and update standard operating procedures (SOPs) and knowledge base documentation to support team efficiency.

• Lead incident and change management activities, including facilitating Change Advisory Board reviews and tracking metrics such as change success rates.

• Execute infrastructure and operations projects, such as system rollouts and migrations, ensuring alignment with business objectives.

• Provide advanced technical support and escalation services for Microsoft 365, Azure Entra ID, Citrix, and endpoint devices.

• Administer and optimize Microsoft 365 tools, including Exchange, Teams, SharePoint, and OneDrive.

• Create dashboards and reports to monitor service metrics and support audit readiness.

• Drive service improvements through automation and ensure compliance with governance policies.

• Collaborate with project teams to deliver solutions aligned with organizational best practices and timelines.

• Bachelor’s degree in Information Technology or a related field, or equivalent relevant experience.
• A minimum of 7 years of experience in IT operations and service management.
• Proficiency with Jira, Freshservice, Azure Entra ID, and Microsoft 365 platforms.
• Strong skills in administering Microsoft 365 tools and managing Azure Active Directory identity lifecycle processes.
• Familiarity with networking, endpoint security, and cloud technologies such as Amazon Web Services (AWS) and Azure.
• Demonstrated success in incident resolution and project coordination.
• Preferred certifications in IT service management frameworks, such as ITIL v4.
• Experience with workflow automation tools and hardware/software asset management systems.
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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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