IT Operations Support Specialist

Provide daily IT operational support for Lenovo Id & e-commerce systems, 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: o Support root cause analysis and troubleshooting; o Generate or improve incident reports, user communications, and technical documentation; o 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: o Ticket classification and information consolidation; o Reducing repetitive operational tasks; o Automated data collection and basic operational reporting; · Continuously improve Jira, Confluence, and collaboration workflows through standardized templates and processes. 4. Lenovo Id & E-commerce Critical Event Support · Proactively assess system risks before major events such as promotions or product launches; · Reduce incident rates during peak periods through historical analysis and preventive actions. 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: o Using AI assistants for troubleshooting, documentation, or data organization; o Using automation or low-code tools (e.g. Power Automate, scripts, workflow tools); · Strong Chinese and English reading and writing skills.