IT Ops Analyst

Company Overview

At Fluency, we come together under two shared passions that drive our culture: the scaling of digital ad operations, and fostering a workplace environment rooted in open communication, inclusivity, and a growth-oriented mindset. These passions not only set us apart in the industry, but also fuel our collective drive to reshape the industry and reinvent ourselves along the way. We're not just revolutionizing the digital advertising horizon, we're shaping an organization where every member feels a sense of pride and is inspired to do their best work.

IT Team Overview

Fluency's IT team is small, strategic, and high-impact. We operate at the intersection of infrastructure, enablement, and security, building the systems and processes that let every team at Fluency do their best work. We believe that great IT is invisible when it works and indispensable when it matters. We're building a team of people who take ownership, think in systems, and care about the details that make a real difference. As part of a growing Engineering division, we work closely with cross-functional partners to ensure Fluency's technology ecosystem is secure, reliable, and built to scale. We're looking for people who want to build something, not just maintain it.

Job Summary

As the IT Ops Analyst, you will be the operational backbone of IT at Fluency. This is the second hire on the IT team, and your impact will be immediate. You'll own the day-to-day: helpdesk support, onboarding and offboarding, device management, access provisioning, and the documentation and automation that makes all of it scale. But this isn't just a support role. You'll be expected to identify patterns, eliminate recurring issues, build automation, and improve the way IT works across the organization. The right person sees a manual process and thinks, "I can fix that." You'll operate with autonomy, make sound decisions around access and security, and take real ownership of your domain. This role directly unlocks the IT team's ability to focus on strategic initiatives like zero trust architecture, AI adoption, data loss prevention, and security leadership by ensuring that Fluency's employees get fast, reliable, high-quality support every day. This position reports to the Director, IT.

Your Role

IT Support & Service Delivery

• Serve as the primary point of contact for Tier 1–2 support requests including access issues, password resets, hardware troubleshooting, application support
• Deliver thoughtful, high-quality support that educates users and reduces repeat volume
• Prioritize and manage a queue of incoming requests with clear communication and follow-through

On-boarding & Off-boarding

• Own the full employee lifecycle from an IT perspective, including account provisioning, device setup, application access, and orientation
• Execute termination workflows including access revocation, device recovery, and account deprovisioning
• Continuously improve onboarding workflows to support Fluency's growth trajectory

Automation & Process Improvement

• Maintain and expand IT's automation library using low-code/no-code platforms (n8n, Zapier, Workato, or similar)
• Identify recurring support patterns and build solutions to eliminate them
• Think creatively about scalable processes. We're growing fast and need IT operations that grow with us

Documentation & Knowledge Management

• Contribute to and expand an active documentation initiative, including runbooks, SOPs, and self-service resources that empower employees to resolve common issues independently
• Ensure documentation is consistently formatted, c