IT Operations & Case Management Specialist

Role overview Support infrastructure capacity operations by managing requests from intake through resolution. The work centers on validating information, keeping queues and records accurate, coordinating follow-up, and escalating cases that need an authorized decision-maker. You will help teams monitor workload and improve how requests move through established processes.

Responsibilities - Triage, prioritize, and route incoming capacity requests in a case management system. - Check request details such as identifiers, product SKUs, regions, and core counts; follow up when information is missing or inconsistent. - Resolve routine cases using documented procedures, and send urgent, complex, or out-of-process requests to the appropriate owner with a concise summary. - Maintain case records, capacity logs, budget trackers, and action items; coordinate with stakeholders to support timely closure. - Use Excel to reconcile data and prepare recurring reports on request volume, backlog age, triage timeliness, escalations, and record accuracy. - Spot recurring issues and process gaps, and recommend improvements to queue handling and operational procedures.

Requirements - Associate or bachelor’s degree in business, economics, finance, accounting, or a related field. - 2–4 years of experience in operations coordination, service desk support, case management, or a similar request-based role. - At least 2 years using ticketing or case management systems to manage requests, and 2 years using advanced Excel features such as lookup functions and pivot tables. - At least 1 year of familiarity with Azure fundamentals, including compute resources, virtual machine families and SKUs, and geographic regions. - Strong analytical and organizational skills, careful attention to detail, and clear written communication. - Able to follow established procedures, manage competing priorities, and recognize when a case needs escalation; capacity allocation and policy decisions remain with authorized personnel.

Nice to have - Azure Fundamentals certification or equivalent knowledge; experience with high-volume queues, cloud or IT operations, capacity coordination, budget tracking, or operational reporting. - Familiarity with other case management platforms and a record of improving workflows.

Benefits and work setup - Remote role. Eligible benefits may include medical, dental, and vision coverage; FSA; 401(k); paid time off; parental leave; and professional development. Eligibility varies by role, employment status, and location.