IT Operations Specialist

About the role

Supports IT operations by managing projects, user requests, maintaining technical documentation, and ensuring compliance with organizational policies and CMMC (Cybersecurity Maturity Model Certification) requirements. Handles ticket updates, account management, and contributes to process improvements. Reports to the Supervisor of Business Controls.

Responsibilities

• Update and close assigned service tickets with detailed status and resolution documentation.
• Collaborate with other IT teams to address complex user requests efficiently.
• Act as a primary interface with users, ensuring adherence to compliance and cybersecurity best practices.
• Ensure all user tickets have proper approvals in alignment with compliance protocols.
• Track and report on compliance-related incidents, escalating concerns to higher levels when necessary.
• Identify compliance risks related to user lifecycle or documentation gaps.
• Assist in the lifecycle management of user accounts, including leave-of-absence, and changes of department.
• Participate in periodic audits and reviews to verify compliance and IT security policies.
• Proactively identify opportunities for improving compliance workflows and technical processes and recommend solutions to enhance efficiency and security.
• Assist in enforcement of access control policies and management of role-based permissions.
• Maintain and update department documentation, including user guides, work instructions, and procedures according to organizational standards.
• Prepare and manage project execution plans for assigned projects.
• Set project deadlines, assign responsibilities and coordinate work teams in concert with IT Department Management.
• Coordinate project activities and ensure all project phases are documented appropriately.
• Oversee all aspects of assigned projects.
• Ensure projects are completed on schedule, within budget and meets technical requirements of the assignment.