IT Infrastructure Services Analyst — Cloud & ITSM Liaison

Florida Crystals Corporation; West Palm Beach (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Florida Crystals Corporation is seeking an IT Infrastructure Services Analyst to support the outsourced infrastructure partner (TCS) across cloud, end-user compute, network, and Microsoft platform services. You will ensure SLA compliance, coordinate delivery with vendors, and maintain runbooks and CMDB accuracy.

Responsibilities include ticket triage, reporting on SLA performance, and facilitating changes and cost optimization across global locations.

Qualifications

• Bachelor's degree in CS/IS or related field.
• Experience with outsourced infrastructure operations and vendor coordination.
• Familiarity with ITIL processes and ServiceNow.
• Knowledge of Microsoft 365 stack and Azure services.

Responsibilities

• Serve as day-to-day liaison to outsourced infrastructure provider for incidents, requests, changes.
• Monitor service queues and ensure SLA adherence.
• Escalate to the right TCS tower and drive resolution.
• Review ticket quality and document root causes.
• Prepare weekly/monthly operational reports on SLA and incidents.
• Coordinate TCS activities for Microsoft Azure and other cloud services.
• Manage Microsoft admin requests (mailbox, groups, licenses).
• Assist with runbooks, knowledge base, and CMDB accuracy.

Skills

ITIL processes

ServiceNow

Microsoft 365

Azure

Public cloud

Networking basics

Vendor coordination

Incident management

SLA reporting

Data analysis

Education

Bachelor's Degree in Computer Science/Information Systems or related field

ITIL 4 Foundation (preferred)

Microsoft 365 Certified/Azure Fundamentals (preferred)

Tools

ServiceNow

Microsoft 365

Entra ID / Active Directory (AD)

PowerShell

Azure

Job description

Florida Crystals Corporation is seeking an IT Infrastructure Services Analyst to support the outsourced infrastructure partner (TCS) across cloud, end-user compute, network, and Microsoft platform services. You will ensure SLA compliance, coordinate delivery with vendors, and maintain runbooks and CMDB accuracy.

Responsibilities include ticket triage, reporting on SLA performance, and facilitating changes and cost optimization across global locations.