IT Support Specialist
Core
Onsite IT support for manufacturing and shop floor operations, acting as a critical link between users and digital support organizations.
Role type
IT Support Specialist (Manufacturing/Industrial)
Builds
Efficient incident management and request coordination for industrial applications and shop floor hardware.
Domain
Industrial Manufacturing / IT Operations (IT/OT)
Deliverable
Dashboards & analysis (via ServiceNow) | Client delivery (shop floor support)
Required skills
ServiceNow administration, incident triage, ITSM processes, practical problem solving, manufacturing environment support, ticket queue management, root cause analysis, process improvement
Preferred skills
Aerospace/automotive/industrial manufacturing experience, shop floor technologies knowledge, IT/OT environment exposure, ITIL principles, Lean Manufacturing, continuous improvement, manufacturing business processes
Technologies
ServiceNow
Responsibilities
Provide onsite IT support presence across production areas; conduct Gemba walks to identify operational issues; serve as primary contact for shop floor users; assist with incident and service request submission; create and manage access requests; perform incident triage and escalation; monitor and track incidents; ensure ticket quality; escalate critical production-impacting issues; research knowledge articles; maintain accurate documentation; support data cleansing; provide basic troubleshooting for industrial applications and hardware; identify recurring issues; analyze incident trends; recommend process improvements; participate in operational reviews.
Seniority
Mid-level, hands-on IC
