IT Operations Specialist

Job Title: IT Operations Professional
Job Description
The IT Operations Professional performs a broad range of IT operations and maintenance activities in accordance with approved procedures, guidelines, and standards. This role supports the customization and continuous improvement of IT processes, safeguards data and information security, and contributes to the design and documentation of existing and new operational workflows. The position requires strong analytical skills, the ability to solve non-routine tasks, and a focus on delivering reliable service levels that meet business requirements, including 2nd-level user support, coaching, and training.
Responsibilities

• Perform IT operations and maintenance activities in line with approved procedures, guidelines, and standards.
• Support customization and facilitation of IT operations and maintenance processes to meet evolving business needs.
• Implement programs and procedures to safeguard data and ensure information security and safety.
• Execute and organize relevant testing activities to validate system changes and ensure operational stability.
• Design and document existing and modified IT operational processes to provide clear and up-to-date process descriptions.
• Develop and maintain service levels that fulfill defined business requirements and expectations.
• Provide 2nd-level user help desk support, including troubleshooting, issue resolution, and escalation when needed.
• Deliver individual coaching and trainings to users to improve system usage and adherence to IT processes.
• Manage change requests by generating change requests, advising stakeholders on their creation, and coordinating implementation and testing.
• Handle incident management by clarifying and forwarding requests, documenting solutions, and creating FAQs to support recurring issues.
• Follow up on system failures, ensuring root cause analysis, remediation, and prevention measures are implemented.
• Administer user account management, including setting up and further developing user management processes, controlling user roles, and maintaining documentation.
• Plan, execute, and continuously improve the interfaces of CSML IT processes, including coordination with external service providers.
• Participate in IT projects and initiatives, particularly in the SAP area, contributing expertise on IT processes and applications.
• Apply professional technological, economic, or scientific know-how, methods, tools, and principles to differing and variable situations.
• Solve assigned non-routine tasks to support projects, contribute to assignments, and assist in the development of guidelines, methods, tools, or business processes.

Essential Skills

• Extensive knowledge of IT technologies, applications, and processes used to analyze, design, implement, and optimize IT operations.
• Experience in project management and coordination, with the ability to methodically lead and coordinate projects.
• Consulting expertise in managing and supporting change processes within IT environments.
• Structured, systematic, goal-oriented, and independent working style.
• Expertise in IT processes and tools such as SAP, ServiceNow, LFS, BPM, GAMA, and SolMan.
• Comprehensive understanding of end-to-end business and IT processes.
• Quick comprehension and strong analytical skills for evaluating complex technical and process-related issues.
• Ability to work in a goal-oriented and effective manner within internal and cross-departmental teams.
• Customer-oriented approach when working with internal and external partners.
• Strong communication and teamwork skills to collaborate across functions and with service providers.
• Drive and perseverance to see tasks and projects through to completion.
• High level of personal responsibility and decisiveness in daily operations.
• Proficiency in English.

Additional Skills & Qualifications

• Experience in customer service and support, with a focus on delivering a positive user experience.
• Data entry skills and accuracy in documenting solutions, processes, and user accounts.
• Ability to coordinate employees or resources at IT service providers to ensure smooth service delivery.
• Experience creating FAQs and documentation to support knowledge sharing and incident resolution.
• Strong consulting and advisory skills for guiding stakeholders through change request and incident management processes.

Work Environment
The role operates in a structured IT environment that follows defined procedures, guidelines, and standards for operations and maintenance. You will work closely with internal teams and external service providers, particularly around SAP and other enterprise IT systems, using tools such as SAP, ServiceNow, LFS, BPM, GAMA, and SolMan. The position involves participation in IT projects and initiatives, frequent collaboration across departments, and a strong focus on process design, documentation, and continuous improvement. The environment values goal-oriented work, customer-centric service, clear communication, and personal responsibility, offering opportunities to contribute to both day-to-day operations and strategic IT process development.
Job Type & Location
This is a Contract position based out of Raleigh, NC.
Pay and Benefits
The pay range for this position is $35.13 - $38.46/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Jul 11, 2026.
About Actalent


Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.


The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.


If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options.



San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.



Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.



Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.