IT Operations Support Specialist

IT Operations Support Specialist 1. Position Overview Title: IT Operations Support Specialist Experience Level: 2–3 years (IAM or Internet industry preferred) Role Focus: Provide daily IT operational support , ensure business stability during critical periods, and improve operational efficiency through the practical use of AI tools and automated workflows . 2. Job Summary We are looking for a detail-oriented and responsible IT Operations Support Specialist who has a solid technical foundation and is willing to leverage AI tools and automation to optimize support processes . This role acts as the primary technical contact for internal business teams (Customer Service, Logistics, Marketing, etc.), handling incidents through Jira, email, and Microsoft Teams, while using AI-assisted analysis and automation to ensure fast, accurate, and well-documented issue resolution. 3. Key Responsibilities 1. Daily IT Operations Support Receive and manage support requests via Jira, email, and Microsoft Teams with complete and accurate ticket documentation; Independently resolve over 80% of common issues ; escalate complex issues according to ITSM processes and track them end to end; Use historical cases and AI-assisted tools to accelerate issue diagnosis and resolution. 2. AI Tool Adoption Utilize AI tools (e.g. Copilot-style assistants, intelligent search or text analysis tools) to: Support root cause analysis and troubleshooting; Generate or improve incident reports, user communications, and technical documentation; Enhance knowledge search, summarization, and bilingual communication efficiency; Explore responsible and compliant use of AI in operational support scenarios. 3. Automation & Workflow Optimization Use or help design automation, low-code, or no-code workflows for: Ticket classification and information consolidation; Reducing repetitive operational tasks; Automated data collection and basic operational reporting; Continuously improve Jira, Confluence, and collaboration workflows through standardized templates and processes. 5. Documentation & Knowledge Management Create and maintain standardized troubleshooting documentation and knowledge base articles; Produce regular operational reports (issue types, resolution time, recurrence rates); Improve documentation efficiency and quality through AI and automation support. 4. Qualifications (1) Education & Experience Bachelor’s degree or above; or Associate degree with 3+ years of relevant IT operations experience; At least 2 years of experience supporting e-commerce or internet systems; Experience with AI tools, automation, or workflow optimization is a strong plus . (2) Technical & Tool Skills Basic hands-on knowledge of HTML / CSS / JavaScript for front-end issue troubleshooting; Familiarity with database query tools and basic data concepts; Proficient with Jira, Confluence, and ITSM processes; Preferred capabilities include: Using AI assistants for troubleshooting, documentation, or data organization; Using automation or low-code tools (e.g. Power Automate, scripts, workflow tools); (3) Soft Skills Clear communication of technical issues and user requirements; Ability to manage multiple tasks in a fast-paced environment; Strong sense of ownership for high-priority issues; Proactive mindset and continuous learning attitude toward new tools and processes.