IT Operations, Case Management Specialist

This is a fully remote position, open to applicants in Washington.

📋 Description

• Assess, prioritize, and manage incoming infrastructure capacity requests utilizing a case management system.

• Confirm request specifics, such as identifiers, product SKUs, regions, core counts, and other necessary information.

• Communicate with requestors to gather missing or incorrect data, ensuring cases align with established requirements.

• Resolve standard cases according to documented procedures and service guidelines.

• Recognize urgent, complex, or out-of-process requests and escalate them to the relevant owner, providing clear summaries and supporting details.

• Maintain precise case records, budget trackers, capacity logs, and other operational documentation.

• Utilize Microsoft Excel for data reconciliation, managing tracking spreadsheets, and generating regular operational reports.

• Collaborate with account teams and capacity owners to monitor outstanding actions and facilitate timely case resolutions.

• Prepare case queues, meeting notes, and action items for team working sessions and operational reviews.

• Provide reports on request volumes, backlog aging, triage efficiency, escalation trends, and record accuracy.

• Identify recurring issues, gaps in processes, and opportunities for enhancing queue management and operational procedures.

• Adhere to established processes and escalation protocols without making independent capacity allocation or policy decisions.

⛳️ Requirements

• Associate or bachelor's degree in business management, economics, finance, accounting, or a related discipline.

• 2–4 years of experience in operations coordination, service desk support, case management, or a comparable request-driven setting.

• At least 2 years of experience utilizing ticketing or case management systems to triage, route, update, track, and resolve requests.

• A minimum of 2 years of experience with advanced Microsoft Excel features, including lookup functions, pivot tables, and data reconciliation.

• At least 1 year of familiarity with Microsoft Azure fundamentals, covering compute resources, virtual machine families and SKUs, and geographic regions.

• Strong analytical, logical reasoning, and critical-thinking capabilities, with an aptitude for identifying data inconsistencies and recognizing patterns.

• Exceptional attention to detail when reviewing request information, validating records, and managing tracking systems.

• Clear written communication skills, including the ability to solicit missing information and prepare concise escalation summaries.

• Capability to follow established procedures, exercise sound judgment in escalations, and identify when a request requires further review.

• Strong organizational and stakeholder coordination skills, with the ability to manage competing priorities and track actions to completion.

• Capacity to work independently on routine tasks while seeking guidance for requests that exceed established procedures.

• Preferred: Experience with Azure DevOps; familiarity with ServiceNow, Jira, or similar ticketing and case management platforms.

• Preferred: Knowledge of cloud infrastructure, capacity planning, compute resources, virtual machines, and infrastructure operations.

• Preferred: Microsoft Azure Fundamentals (AZ-900) certification or equivalent foundational Azure knowledge.

• Preferred: Experience in managing high-volume request queues, operational escalations, or service delivery workflows.

• Preferred: Background in cloud operations, IT support, supply chain operations, or resource and capacity coordination.

• Preferred: Experience in maintaining budget trackers, reconciling operational data, and generating weekly performance reports.

• Preferred: Proven ability to identify recurring issues, enhance procedures, and streamline operational workflows.

• Preferred: Experience collaborating with cross-functional stakeholders in a structured, process-oriented environment.

🏝️ Benefits

• Medical, dental, and vision coverage

• Flexible Spending Account (FSA)

• 401(k) retirement plan

• Competitive paid time off

• Parental leave

• Professional growth and development opportunities