IT Support Specialist

Role Focus: Provide day-to-day IT operational support for enterprise identity management and e-commerce platforms, ensuring system stability, business continuity, and exceptional service delivery. Leverage AI-powered tools, automation, and IT service management best practices to improve operational efficiency, accelerate issue resolution, and support business-critical operations.

Job Summary: We are looking for a detail-oriented and responsible IT Operations Support Specialist who has a solid technical foundation and is willing to leverage AI tools and automation to optimize support processes. This role acts as the primary technical contact for internal business teams (Customer Service, Logistics, Marketing, etc.), handling incidents through Jira, email, and Microsoft Teams, while using AI-assisted analysis and automation to ensure fast, accurate, and well-documented issue resolution.

Key Responsibilities

1. Daily IT Operations Support

• Receive and manage support requests via Jira, email, and Microsoft Teams with complete and accurate ticket documentation;
• Independently resolve over 80% of common issues; escalate complex issues according to ITSM processes and track them end to end;
• Use historical cases and AI-assisted tools to accelerate issue diagnosis and resolution.

2. AI Tool Adoption

• Utilize AI tools (e.g. Copilot-style assistants, intelligent search or text analysis tools) to: 
• Support root cause analysis and troubleshooting;
• Generate or improve incident reports, user communications, and technical documentation;
• Enhance knowledge search, summarization, and bilingual communication efficiency;
• Explore responsible and compliant use of AI in operational support scenarios.

3. Automation & Workflow Optimization

• Use or help design automation, low-code, or no-code workflows for: 
• Ticket classification and information consolidation;
• Reducing repetitive operational tasks;
• Automated data collection and basic operational reporting;
• Continuously improve Jira, Confluence, and collaboration workflows through standardized templates and processes.

4. Enterprise Platform & Digital Commerce Support

• Proactively assess system risks before major events such as promotions or product launches;
• Reduce incident rates during peak periods through historical analysis and preventive actions.

5. Documentation & Knowledge Management

• Create and maintain standardized troubleshooting documentation and knowledge base articles;
• Produce regular operational reports (issue types, resolution time, recurrence rates);
• Improve documentation efficiency and quality through AI and automation support.

4. Qualifications

(1) Education & Experience

• Bachelor’s degree or above; or associate degree with 3+ years of relevant IT operations experience;
• At least 2 years of experience supporting e-commerce or internet systems;
• Experience with AI tools, automation, or workflow optimization is a strong plus.

(2) Technical & Tool Skills

• Basic hands-on knowledge of HTML / CSS / JavaScript for front-end issue troubleshooting;
• Familiarity with database query tools and basic data concepts;
• Proficient with Jira, Confluence, and ITSM processes;
• Preferred capabilities include: 
• Using AI assistants for troubleshooting, documentation, or data organization;
• Using automation or low-code tools (e.g. Power Automate, scripts, workflow tools);
• Strong Chinese and English reading and writing skills.

(3) Soft Skills

• Clear communication of technical issues and user requirements;
• Ability to manage multiple tasks in a fast-paced environment;
• Strong sense of ownership for high-priority issues;
• Proactive mindset and continuous learning attitude toward new tools and processes.