Skip to content

Sr IT Service Operations Specialist

General Information

Ref #:


Travel Amount Required:


Job Type:

Regular-Full Time


Lowell - Massachusetts - United States

Description & Qualifications


An experienced professional with an understanding and wide application of principle, theories, and concepts in the field of IT Service Management. Effective problem solving, troubleshooting, and communication skills. Takes initiative within assigned tasks and demonstrates good judgment in selecting methods and techniques for obtaining solutions. Good understanding of customer uses and needs for the product and services. Demonstrates innovation and creativity with independent work.

Job Responsibilities
•You will be required to lead incident investigation calls and perform as an Incident Commander
•Responsible for the gathering of details for customer impact, action items and owners, and establishing ETA’s for action item completion targets
•In your role you will leverage excellent written and verbal communication skills to provide diverse audiences with the information they need in the form of summaries or follow ups.
•Conduct post incident reviews and assist with Problem Management
•Performing change management approvals
•Be a participate or lead process improvement activities for the ITSM team
•Candidate will also participate and/ or provide trend analysis information for incident or problem area identifications


•Preferably 3 or more years in a high demand SaaS/Cloud company
•Incident Commander understanding/experience
•Ability to develop and document business processes
•Ability to work well interpersonally cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.
•Demonstrated capacity to lead under pressure and make decisions in ambiguous situations.
•Sound judgment, resolution, analytical, problem solving, and decision-making skills.
•ServiceNow, Jira, Salesforce experience desired
•ITIL Foundation certified; ITIL Intermediate Certifications are a plus
•Work hours to cover 1PM ET to 9PM ET daily shift

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email