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Owns and continuously improves ITSM processes across Incident, Problem, Change, Request, and Asset Management in ServiceNow. Partners with infrastructure, networking, security, and service desk teams to govern Dell, Cisco, and Palo Alto Networks operational workflows. Responsibilities include process documentation, KPI and SLA monitoring, audits, workflow governance, cross-functional workshops, continuous improvement, training, and ITIL-aligned process adoption in a regulated utility environment.

Leads an end-to-end network infrastructure refresh involving server upgrades, firewall replacements, switching, routing, and site rollouts. Manages multiple technical workstreams, schedules, budgets, vendors, risks, dependencies, cutovers, change control, compliance, and stakeholder communications. Coordinates migration and downtime planning while reporting progress to senior leadership and mitigating implementation risks.

Develop, edit, and maintain technical documentation such as procedures, SOPs, work instructions, specifications, and user guides. Collaborate in person with engineers, project managers, operations SMEs, and regulatory stakeholders across South Florida offices. Manage document control, version histories, review cycles, approvals, and concurrent documentation projects, including materials supporting NERC/FERC compliance, safety, and energy generation or transmission initiatives. Regular travel between Juno Beach, Fort Lauderdale, and Miami is required.

Provide on-site desktop support for Windows and Mac devices, install/upgrade hardware and software, manage incidents via ServiceNow, support AV and collaboration tools, configure networking/VPN, perform imaging and asset management, and liaise with technical teams, managers, vendors, and end users to resolve and document technical issues.

Provide systems administration and network support for SMB clients: manage Windows servers, Office 365, Azure, virtualization, switches/firewalls, and perform end-to-end troubleshooting, automation, change control, and client communication. Must be local to Fair Lawn, NJ.

Lead design, implementation, and operation of enterprise Microsoft Azure infrastructure and services. Drive cloud migrations, IaC, CI/CD, identity and security, monitoring, disaster recovery, cost optimization, and Microsoft 365/AVD services. Act as senior escalation for incidents, document architectures and runbooks, mentor staff, and manage vendor partners to ensure secure, resilient, and cost-effective cloud platforms across corporate and property environments.