As the IT Infrastructure Operations Specialist, you will assist in preparations, deployment and support of IT Operations solutions and services both physical or virtual, according to industry and organizational best practices standards, service requirements and Key Performance Indicators (KPIs) throughout the lifecycle. You will work with the Sr. Manager of Global Data Center Services developing and refining both existing and new IT service processes, workflows, and standards. Through technology you will help ensure global end user service align and operational standards.

Essential Duties & Responsibilities:

• Follows lead of Sr. Manager of Global Data Center Services for the administration, integration, maintenance, upgrade, and support services of Griffith Foods infrastructure and end user technologies used worldwide. Includes systems analysis, support, development, and capacity planning for the following:

• Microsoft Active Directory
• Systems Center Configuration Manager (2016)
• Microsoft Intune Support Microsoft Office 365 Cloud Services
• Service Now
• End User Security/Risk Protection

• Assist in supporting core tools and caring for company devices via MDM solutions with a focus on security, standardization, and zero-touch deployments.
• Develop and refine both existing and new IT service processes and workflows.
• Assisting in employee processes (on, and offboarding), and in setting up remote deployment workspaces.
• Helping to develop automations. Work smarter not harder.
• Provide timely communication and resolution of issues.
• Takes ownership and manages projects that vary in size and scope depending on requirements.
• Performs cross training for other team members as needed. Also, assists in documentation on processes and best practices to be followed by the Global Service Desk Team.
• Regularly communicates with supervisor work progress, concerns, and questions.
• Help manage, monitor, patch, resolve issues, and ensure correct documentation for infrastructure server hardware/software applications and end user devices is created in a timely manner.
• Provide IT management reporting for performance and system utilization across all managed systems. Help support and manage deployment of Microsoft Office 365 Services

Qualifications:

• Bachelor’s degree (BS/BA) and 10 to 12 years applicable experience.
• To perform this job successfully, an individual should have knowledge of IT Service management, software and hardware deployments, project management, ability to understand business processes and align those with technology, and an overall strong customer service disposition. The position requires hands on technical expertise and exposure to Services Automation, Office 365, and the whole Microsoft desktop stack.
• Strong working knowledge and support of the ServiceNow platform. Provide guidance, development, and support to expand ServiceNow functionality.
• Knowledge of Microsoft support tools to manage end user device inventory, maintenance, updates & patching.
• ITIL Certification required. Proven track record of developing, documenting, and enforcing ITIL processes & controls.