- Location
- Chicago; Dallas; Los Angeles; Minneapolis; New York; Seattle; Washington, D.C. · New York
- Department
- IT
- Experience
- 3+ years
Description
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 issues and coordinating resolution across multiple technical teams and business stakeholders.
- Working knowledge of common enterprise-support domains such as endpoint management, identity and access, Active Directory or Entra ID, Microsoft 365, office technology, account administration, and network connectivity.
- Experience managing ticket or request queues, including ownership, prioritization, aging, blockers, escalation, status communication, and closure.
- Experience documenting technical or operational processes through knowledge articles, runbooks, process guides, standards, or support procedures.
- Experience participating in projects, changes, or cross-functional work that requires planning, dependency management, and clear status reporting.
- Familiarity with IT service-management concepts such as incident, request, problem, change, knowledge, service levels, and continuous improvement.
- Demonstrated interest in improving workflows and reducing unnecessary manual steps.
- Ability and willingness to learn Torq and other automation platforms, integrations, APIs, and workflow-design practices.
- Ability and willingness to develop responsible AI prompting and validation skills for operational analysis and documentation.
- Strong written and verbal communication skills, including the ability to explain technical issues to non-technical audiences.
- Strong organizational skills, attention to detail, sound judgment, and the ability to work autonomously with minimal oversight.
- A collaborative and service-oriented mindset with the ability to build productive relationships across internal teams, offices, and external partners.
- Ability to balance operational support, queue ownership, documentation, continuous improvement, and project delivery.
Preferred Qualifications
The following experience is a plus:
- Hands-on experience with Torq or another security, IT, or workflow-automation platform.
- Experience with scripting, low-code automation, APIs, PowerShell, Python, or related integration approaches.
- Experience with Jira, Jira Service Management, ServiceNow, or another enterprise work-management or ITSM platform.
- Experience using approved generative AI tools for process analysis, documentation, knowledge management, or operational improvement.
- Experience supporting a professional-services, consulting, or highly distributed office environment.
- Experience coordinating with managed service providers, vendors, or implementation partners.
- Exposure to ITIL practices, operational governance, service reporting, and change or problem management.
- Experience improving onboarding, offboarding, contractor enablement, identity/access, endpoint, or office-support workflows.
Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.
Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses. Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Eligibility for ten weeks of paid parental leave will also be available upon hire date.
Other consultancies talk at you.
At West Monroe, we work with you.
We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next.
You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact.
West Monroe is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com/inclusion. If you require a reasonable accommodation to participate in our recruiting process, please inquire by sending an email to [email protected].
Please review our current policy regarding use of generative artificial intelligence during the application process.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.
