Onsite Manufacturing IT Support Specialist (ServiceNow)

ALTEN Technology USA; Greenville (NC); On-site; USD 52,000 - 75,000; Full time

Job summary

ALTEN Technology USA is seeking an experienced IT Support Specialist to provide onsite support for manufacturing and shop floor operations in Kinston, North Carolina. This role connects shop floor users with Digital support, focusing on incident triage, escalation, and proactive user support.

You will support industrial applications, machines, tooling systems, and Digital for Operations solutions, using ServiceNow for incident management and requests while contributing to continuous improvement

Qualifications

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in IT, CS, Engineering, or related field preferred.
• Experience supporting manufacturing, production, or industrial environments.
• Strong ITSM knowledge and ServiceNow experience.
• Excellent customer service and communication skills.
• Ability to work independently in a fast-paced manufacturing setting.
• Experience with aerospace, automotive, or industrial manufacturing operations preferred.
• Familiar with ITIL, PPS/Lean, and incident management best practices.
• Willingness to work onsite in Kinston, NC.

Responsibilities

• Provide onsite IT support presence across production and manufacturing areas.
• Build relationships with production, quality, logistics, and manufacturing teams.
• Conduct regular Gemba walks to identify issues and improvements.
• Serve as primary contact for shop floor users needing Digital support.
• Assist users with incident submissions and service requests in ServiceNow.
• Create and manage access requests (RITMs) for users.
• Perform incident triage and route tickets to resolver groups.
• Monitor, track, and follow up on incidents through resolution.
• Ensure ticket quality, accuracy, and documentation in ServiceNow.
• Escalate critical production-impacting issues when needed.
• Utilize ServiceNow extensively for incident management and fulfillment.
• Research knowledge articles to support users and improve tickets.
• Maintain ticket documentation and status updates.
• Support data cleansing and quality in the ticketing environment.
• Provide basic troubleshooting for manufacturing apps, shop floor hardware, and IT/OT apps.
• Identify recurring issues and recommend preventive actions.
• Apply PPS methodologies.
• Analyze incident trends and patterns.
• Recommend process improvements to reduce incidents and MTTR.
• Participate in monthly operational reviews and performance reporting.

Skills

ITSM processes

Customer service

Communication skills

Independent work

Manufacturing environment awareness

Ticket management

Education

Associate's or Bachelor's in IT / CS / Engineering

Tools

ServiceNow

Job description

ALTEN Technology USA is seeking an experienced IT Support Specialist to provide onsite support for manufacturing and shop floor operations in Kinston, North Carolina. This role connects shop floor users with Digital support, focusing on incident triage, escalation, and proactive user support.

You will support industrial applications, machines, tooling systems, and Digital for Operations solutions, using ServiceNow for incident management and requests while contributing to continuous improvement