Shopfloor IT Support Technician – Incident & ServiceNow

Tata Consultancy Services Limited; Kinston (NC); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Discretionary Incentive

Comprehensive Medical Coverage

Maternal & Parental Leaves

401K Plan

Certification & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services in North Carolina is recruiting for a role supporting IT operations on the production floor. You will monitor and resolve day-to-day incidents using ServiceNow, coordinate with IT and business users, and ensure SLA adherence.

The position requires willingness to work shifts and participate in on-call hours for emergencies. Experience with manufacturing IT endpoints, shop floor devices, and cross-functional collaboration is preferred.

Qualifications

• Experience with ITSM processes including Incident, Change, Capacity and Problem management.
• Proficient in ServiceNow for incident monitoring and resolution.
• Ability to manage stakeholders and communicate status and reports.

Responsibilities

• Day-to-day incident monitoring and resolution (ServiceNow preferred).
• Interact with IT & Business users on functional issues.
• Triaging issues and coordinating with cross-functional teams for timely resolution.
• Follow service management processes and maintain SLA levels.
• Adhere to shift rotation plan and operating model.
• Coordinate communications between suppliers, OEM, and IT stakeholders.
• Report progress to stakeholders; support during emergencies and extended shifts.
• Gemba Walk on shopfloor.

Skills

Incident management

Change management

Problem management

ServiceNow

SLA compliance

Stakeholder management

Shift work

Gemba Walk

Endpoint support

Education

Bachelor's degree in Computer Science

Tools

ITSM tools

Job description

Tata Consultancy Services in North Carolina is recruiting for a role supporting IT operations on the production floor. You will monitor and resolve day-to-day incidents using ServiceNow, coordinate with IT and business users, and ensure SLA adherence.

The position requires willingness to work shifts and participate in on-call hours for emergencies. Experience with manufacturing IT endpoints, shop floor devices, and cross-functional collaboration is preferred.