Senior Tech Ops Analyst, End User Services, Infrastructure & Operations

Location: Framingham, MA USA (Required in Office)

What you’ll discover

• Inclusive culture and career growth opportunities

• Global IT Organization which collaborates across U.S., Canada, Europe and Australia, click here to learn more

• Challenging, collaborative, and team-based environment
  

What you’ll do

The Infrastructure and Operations (I&O) organization embodies the hub of lifecycle engineering at TJX, delivering, maintaining, and optimizing our technology portfolio on a cloud scale. We are a service-oriented team aimed at providing extraordinary experiences to thousands of TJX associates, business partners, and application delivery teams across the portfolio.

The Elevated/Executive Support Analyst is responsible for delivering premium IT support to senior leadership and stakeholders across various platforms and devices. This role ensures high-touch service delivery, operational excellence in mobile and telecom ecosystems, and seamless collaboration across global teams.

Key Responsibilities:

- Executive IT Support & Tech Bar Engagement

• Provide direct support for SVPs and executive stakeholders across Windows, Mac, and iPhone devices, including all peripherals.

• Deliver personalized, high-quality technical assistance with professionalism and discretion.

• Be an active member of the Tech Bar team, offering walk-up support and ensuring excellent service delivery across all user tiers.

- Mobile / TEM Operational Support

• Act as liaison between End Users, EUS Engineering, mobile carriers, and Telecom Expense Management teams.

• Support mobile device lifecycle, provisioning, and issue resolution.

• Ensure mobile ecosystem performance aligns with business needs.

- ServiceNow Incident/Request Escalations

• Manage escalations for incidents and requests across Home Office, DC/FC/PC Sites, and Buying Office Locations.

• Ensure timely resolution and communication for high-impact issues.

- Incident & Problem Management

• Own the resolution of escalated incidents and problems, minimizing disruption to business operations.

• Perform root cause analysis and implement long-term solutions to prevent recurrence.

• Collaborate with cross-functional teams to address complex technical challenges.

- Global Collaboration & Project Support

• Partner with Global EUS Engineering and Deskside teams on initiatives that support business operations.

• Contribute to planning and execution of IT rollouts and enhancements.

- Service Desk Transition & Enablement

• Ensure Global Service Desk teams are equipped with transition materials for new rollouts.

• Provide documentation and training to support seamless adoption of IT changes.

- Device Hardware Governance

• Collaborate with EUS Engineering and vendors to define and validate device hardware specifications.

• Ensure global hardware standards meet business requirements.

What you’ll need

We seek creative, customer-focused individuals with a strong foundation in IT support and a passion for delivering exceptional service. You’ll thrive in a fast-paced environment and be a trusted partner to executive stakeholders.

• Bachelor's degree in Information Technology, Computer Science, or related field preferred

• Minimum 5 years of experience in IT operations or executive support

• Proven experience supporting Windows, Mac, and mobile platforms

• Strong troubleshooting and problem-solving skills

• Excellent communication and interpersonal abilities

• Ability to work independently and collaboratively across global teams

• Experience with ServiceNow and mobile/TEM ecosystems a plus.