Description Job Summary: The IT Operations Analyst is responsible for ensuring seamless day-to-day IT operations, while driving service management and project execution to improve efficiency and reliability. This role requires hands-on expertise with ITSM platforms (Jira and Freshservice), Azure Entra ID, and Microsoft 365, along with accountability for user onboarding/offboarding processes, service quality, and continuous improvement. Skills ITSM, Jira, Freshservice, Azure Entra ID, Entra, Microsoft 365, Licensing Additional Skills & Qualifications Key Responsibilities: Service Operations Oversight: Monitor and manage ticket queues in Jira and Freshservice, ensuring timely resolution and proper escalation. Support user onboarding and offboarding processes, including Azure Entra ID account provisioning, M365 licensing, and device assignment/collection. Develop and maintain knowledge base articles, SOPs, and process documentation to enable faster resolutions. Incident & Change Management for Project Teams: Ensure project teams adhere to ITIL best practices in their handling of incidents and changes. Provide guidance and oversight to ensure incidents are resolved efficiently and changes are properly risk-assessed, documented, and approved. Facilitate Change Advisory Board (CAB) reviews for project-related changes and ensure alignment with IT operations. Track and report on SLA compliance, Mean Time to Resolve (MTTR), First Call Resolution (FCR), and change success rates. Project Management: Plan, track, and deliver IT infrastructure and operations projects, including hardware/software rollouts, migrations, and workflow automation initiatives. Coordinate project timelines, resources, and deliverables to align with IT and business objectives. Provide regular project status updates, risks, and mitigation plans to stakeholders. Ensure projects adhere to scope, budget, and quality standards. Technical Expertise: Administer and troubleshoot Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive). Manage Azure Entra ID, including identity lifecycle, MFA policies, and access provisioning. Act as an escalation point for advanced technical issues across O365, VPN, Citrix, MFA, and endpoint devices. Governance & Reporting: Develop and publish dashboards and SLA/metric reports for executive and operational reviews. Ensure audit readiness and compliance with internal controls, security policies, and industry standards. Support continuous service Experience Level Intermediate Level Pay and Benefits The pay range for this position is $60.00 - $70.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Naperville,IL. Application Deadline This position is anticipated to close on Sep 5, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.