IT Operations, Case Management Specialist

Job not on LinkedIn

🔥 1 minute ago

☕ Washington – Remote

☕ Washington – Remote

💵 $28 - $32 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

👻 Ghost score 0%

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BPCS, Comprehensive marketing solutions, ltd.

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

📣 Marketing

Consulting • Marketing

BPCS, Comprehensive marketing solutions, ltd. is a marketing agency founded in 2015 by four friends and experienced advertising professionals. The company offers integrated marketing, business consulting, advertising, and marketing strategies. Positioned as a 'big little agency,' BPCS combines the resources of larger firms with the personal touch and commitment of smaller agencies, providing responsive and dedicated services to meet complex marketing challenges.

📋 Description

• Review, triage, prioritize, and route incoming infrastructure capacity requests through a case management system. • Validate request details, including identifiers, product SKUs, regions, core counts, and other required information. • Follow up with requestors to obtain missing or incorrect information and ensure cases meet established requirements. • Resolve routine cases in accordance with documented procedures and service guidelines. • Identify urgent, complex, or out-of-process requests and escalate them to the appropriate owner with clear summaries and supporting details. • Maintain accurate case records, budget trackers, capacity logs, and related operational documentation. • Use Microsoft Excel to reconcile data, maintain tracking spreadsheets, and prepare recurring operational reports. • Coordinate with account teams and capacity owners to track outstanding actions and support timely case closure. • Prepare case queues, meeting notes, and action items for team working sessions and operational reviews. • Report on request volumes, backlog aging, triage timeliness, escalation trends, and record accuracy. • Identify recurring issues, process gaps, and opportunities to improve queue management and operational procedures. • Follow established processes and escalation guidelines without making independent capacity allocation or policy decisions.

🎯 Requirements

• Associate or bachelor's degree in business management, economics, finance, accounting, or a related field. • 2–4 years of experience in operations coordination, service desk support, case management, or a similar request-based environment. • At least 2 years of experience using ticketing or case management systems to triage, route, update, track, and close requests. • At least 2 years of experience using advanced Microsoft Excel features, including lookup functions, pivot tables, and data reconciliation. • At least 1 year of familiarity with Microsoft Azure fundamentals, including compute resources, virtual machine families and SKUs, and geographic regions. • Strong analytical, logical reasoning, and critical-thinking skills, with the ability to identify data inconsistencies and recognize patterns. • High attention to detail when reviewing request information, validating records, and maintaining tracking systems. • Clear written communication skills, including the ability to request missing information and prepare concise escalation summaries. • Ability to follow established procedures, exercise sound escalation judgment, and recognize when a request requires additional review. • Strong organizational and stakeholder coordination skills, including the ability to manage competing priorities and track actions through completion. • Ability to work independently on routine tasks while seeking guidance when requests fall outside established procedures. • Preferred: Experience with Azure DevOps; familiarity with ServiceNow, Jira, or similar ticketing and case management platforms. • Preferred: Familiarity with 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 supporting 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 maintaining budget trackers, reconciling operational data, and producing weekly performance reports. • Preferred: Demonstrated ability to identify recurring issues, improve procedures, and streamline operational workflows. • Preferred: Experience working with cross-functional stakeholders in a structured, process-driven 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