Shop Floor IT Support Specialist — Onsite & ServiceNow

ALTEN Technology USA; Kinston (NC); On-site; USD 52,000 - 78,000; Full time

Job summary

ALTEN Technology USA in Kinston, NC is seeking an experienced IT Support Specialist to provide onsite support for manufacturing and shop floor operations. This role links shop floor users with Digital support teams, handling incident triage, service requests, and knowledge articles in ServiceNow.

The position focuses on supporting industrial apps, machines, tooling systems, and DO solutions, while playing a key role in escalation management, user assistance, PPS, and 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 understanding of ITSM processes and incident management.
• Experience using ServiceNow or a comparable ticketing platform.
• Strong customer service and communication skills.
• Ability to work independently in a fast-paced manufacturing environment.
• Experience managing ticket queues, service requests, and escalations.
• Familiarity with export control and compliance requirements is beneficial.

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 improvement opportunities.
• Serve as primary contact for shop floor users needing Digital support.
• Assist users with incidents and service requests in ServiceNow.
• Create and manage access requests (RITMs).
• Perform incident triage and route tickets to resolver groups.
• Monitor and follow up on incidents through resolution in ServiceNow.
• Escalate critical production-impacting issues when required.
• Utilize ServiceNow for incident management and request fulfillment.
• Research knowledge articles to support users and improve ticket handling.
• Maintain accurate ticket documentation and status updates.
• Support data cleansing and quality improvement in the ticketing environment.
• Provide basic troubleshooting for manufacturing apps, shop floor hardware, and IT/OT issues.
• Identify recurring issues and recommend preventive actions.
• Apply PPS methodologies and analyze incident trends.
• Recommend process improvements to reduce incidents and MTTR.
• Participate in monthly operational reviews and performance reporting.

Skills

ITSM

ServiceNow

Customer service

English communication

Independent work

Education

Associate's or Bachelor's degree

Tools

ServiceNow

Job description

ALTEN Technology USA in Kinston, NC is seeking an experienced IT Support Specialist to provide onsite support for manufacturing and shop floor operations. This role links shop floor users with Digital support teams, handling incident triage, service requests, and knowledge articles in ServiceNow.

The position focuses on supporting industrial apps, machines, tooling systems, and DO solutions, while playing a key role in escalation management, user assistance, PPS, and continuous improvement