Shop Floor IT Support Specialist - ServiceNow & ITSM

ALTEN Technology USA; Raleigh (NC); On-site; USD 55,000 - 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. You will be the critical link between shop floor users and Digital support, handling incident triage, ServiceNow administration and incident management with a focus on continuous improvement.

Role requires strong ITSM knowledge, ServiceNow experience, and excellent customer service, capable of working in a fast-paced manufacturing

Qualifications

• High school diploma or equivalent required; associate/bachelor preferred.
• Experience supporting manufacturing or industrial environments.
• Strong knowledge of ITSM processes and ServiceNow usage.
• Excellent customer service and communication skills.
• Ability to operate in a fast-paced, onsite manufacturing setting.
• Experience with ticket queues, service requests, and escalations.

Responsibilities

• Provide onsite IT support across production areas and shop floor.
• Triages incidents, coordinates with resolver groups, and documents tickets in ServiceNow.
• Escalate critical issues and monitor resolution progress to ensure quality tickets.
• Perform data cleansing and contribute to continuous improvement efforts.
• Collaborate with production, quality, logistics and manufacturing teams.

Skills

ITSM

Incident management

Customer service

Ticketing

Root cause analysis

Process improvement

Communication

english - strong

Education

Associate's or Bachelor's degree

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. You will be the critical link between shop floor users and Digital support, handling incident triage, ServiceNow administration and incident management with a focus on continuous improvement.

Role requires strong ITSM knowledge, ServiceNow experience, and excellent customer service, capable of working in a fast-paced manufacturing