IT Operations & Case Management Specialist

In This Role

You will support infrastructure capacity operations by managing incoming requests through a case tracking system, ensuring each request is complete, accurate, and routed to the appropriate owner. This role focuses on escalation triage, data validation, queue management, and operational reporting in a high-volume environment. You will resolve routine cases by following established procedures, track outstanding actions, maintain accurate records and budget trackers, and prepare weekly metrics on request volumes, backlogs, and escalations. You will also identify recurring issues and recommend process improvements. All capacity allocation decisions, exception approvals, and policy determinations remain with authorized internal personnel.

Responsibilities

• Review, triage, prioritize, and route incoming infrastructure capacity requests through a case management system.

• Validate request details, including identifiers, product SKUs, regions, core counts, and other required information.

• Follow up with requestors to obtain missing or incorrect information and ensure cases meet established requirements.

• Resolve routine cases in accordance with documented procedures and service guidelines.

• Identify urgent, complex, or out-of-process requests and escalate them to the appropriate owner with clear summaries and supporting details.

• Maintain accurate case records, budget trackers, capacity logs, and related operational documentation.

• Use Microsoft Excel to reconcile data, maintain tracking spreadsheets, and prepare recurring operational reports.

• Coordinate with account teams and capacity owners to track outstanding actions and support timely case closure.

• Prepare case queues, meeting notes, and action items for team working sessions and operational reviews.

• Report on request volumes, backlog aging, triage timeliness, escalation trends, and record accuracy.

• Identify recurring issues, process gaps, and opportunities to improve queue management and operational procedures.

• Follow established processes and escalation guidelines without making independent capacity allocation or policy decisions.

Qualifications

• Associate or bachelor's degree in business management, economics, finance, accounting, or a related field.

• 2–4 years of experience in operations coordination, service desk support, case management, or a similar request-based environment.

• At least 2 years of experience using ticketing or case management systems to triage, route, update, track, and close requests.

• At least 2 years of experience using advanced Microsoft Excel features, including lookup functions, pivot tables, and data reconciliation.

• At least 1 year of familiarity with Microsoft Azure fundamentals, including compute resources, virtual machine families and SKUs, and geographic regions.

• Strong analytical, logical reasoning, and critical-thinking skills, with the ability to identify data inconsistencies and recognize patterns.

• High attention to detail when reviewing request information, validating records, and maintaining tracking systems.

• Clear written communication skills, including the ability to request missing information and prepare concise escalation summaries.

• Ability to follow established procedures, exercise sound escalation judgment, and recognize when a request requires additional review.

• Strong organizational and stakeholder coordination skills, including the ability to manage competing priorities and track actions through completion.

• Ability to work independently on routine tasks while seeking guidance when requests fall outside established procedures.

Preferred Qualifications

• Experience with Azure DevOps; familiarity with ServiceNow, Jira, or similar ticketing and case management platforms is also valuable.

• Familiarity with cloud infrastructure, capacity planning, compute resources, virtual machines, and infrastructure operations.

• Microsoft Azure Fundamentals (AZ-900) certification or equivalent foundational Azure knowledge.

• Experience supporting high-volume request queues, operational escalations, or service delivery workflows.

• Background in cloud operations, IT support, supply chain operations, or resource and capacity coordination.

• Experience maintaining budget trackers, reconciling operational data, and producing weekly performance reports.

• Demonstrated ability to identify recurring issues, improve procedures, and streamline operational workflows.

• Experience working with cross-functional stakeholders in a structured, process-driven environment.

This is a remote role.

Salary Range 

At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market. For candidates based in Washington State, the anticipated salary range is $28–$32/hr.  Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range.