Published 1 month ago
We are seeking a detail-oriented and responsible IT Operations Support Specialist to provide daily operational support for Lenovo ID and e-commerce systems. The ideal candidate will leverage AI tools and automation to optimize support processes, ensure business stability during critical periods, and act as the primary technical contact for internal business teams.
Job Description:
· Manage support requests via Jira, email, and Microsoft Teams with accurate documentation.
· Independently resolve over 80% of common issues and escalate complex items through ITSM processes.
· Utilize AI tools to support root cause analysis, generate documentation, and enhance communication efficiency.
· Design or implement automation and low-code workflows to reduce repetitive tasks and improve operational reporting.
· Proactively assess system risks before major events like product launches to reduce incident rates.
· Create and maintain standardized knowledge base articles and operational reports.
· Balancing Speed and Documentation: A major challenge is managing a high volume of support requests via multiple channels (Jira, email, Teams) while ensuring every ticket is documented accurately and completely.
· Integrating AI Tools Effectively: While the role requires using AI for troubleshooting and reporting, the challenge lies in using these tools in a "responsible and compliant" manner, ensuring that AI-generated output remains accurate and secure.
· Critical Event Pressure: During promotions or product launches, the specialist must proactively assess risks to prevent incidents, meaning they must operate under high pressure during peak business periods.
· Knowledge Management: Moving from reactive ticket handling to building a robust knowledge base is difficult; it requires time and consistency to create standardized articles that effectively reduce recurrence rates.
Cross-Functional Coordination: Acting as the primary technical contact between diverse teams (Customer Service, Logistics, Marketing) requires managing varying stakeholder needs and technical literacy levels.
Requirements:
· 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.
· Basic hands-on knowledge of HTML, CSS, and JavaScript for front-end troubleshooting.
· Familiarity with database query tools and basic data concepts.
· Proficiency with Jira, Confluence, and ITSM processes.
· Strong preference for experience with AI tools, automation, or low-code/no-code platforms.
. Strong Chinese and English reading and writing skills.
The Package: