IT Operations Specialist

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

The IT Operations Specialist is a critical member of the IT Operations team, responsible for ensuring the stability, availability, and performance of IT services. This role focuses on major incident management, problem management, event monitoring, operational reporting, and knowledge management, ensuring IT services meet business needs and SLA targets.

Essential Functions and Primary Duties
Major Incident Management:
*Lead the identification, coordination, and resolution of major incidents.
*Facilitate Major Incident War Rooms and ensure timely communication to stakeholders.
*Track and update Major Incident Management reports, including outage timeline and impact analysis.
Problem Management:
*Participate in root cause analysis for Major Incidents
*Document findings and collaborate with ITSM Lead and other teams to implement preventive actions.
Change Management Support:
*Facilitate Change Advisory Board (CAB) meetings
*Ensure operational visibility into emergency and changes that may impact service stability.
Knowledge Management:
*Review and update knowledge articles to ensure accuracy and completeness.

Event & System Monitoring:
*Continuously monitor IT services, applications, and infrastructure to detect incidents proactively.
*Prioritize and escalate alerts based on severity and business impact.
Continuous Improvement:
*Identify recurring incidents, operational inefficiencies, or gaps in processes and propose improvements.
*Suggest automation opportunities for monitoring, alerts, and operational reporting.
*Act as a liaison between Service Desk, ITSM Lead, Platform Administrator, and other technical teams.

Preferred Qualifications
*College degree or equivalent required
*4+ years of experience in IT operations
*Strong understanding of ITIL and ITSM practices
*Excellent communication, collaboration, and organizational skills
*Experience facilitating Major Incident and Change meetings
*Strong analytical, troubleshooting, and problem-solving skills
*Ability to work independently, prioritize tasks, and manage multiple operational demands.

Minimum Qualifications
* College Degree or equivalent required
* 3 years related experience
* Ability to lead and coordinate the team activities of others
* Proficient use of applicable technology
* Ability to execute and draft technical instructions and guidelines
* Ability to document daily activities and system functions
* Able to work in a team environment
* Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
* Ability to travel as required by business and on-call availability

#LI-MM2 #LI-Hybrid