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.

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.

• 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.

• 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 , 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…