TJX Companies
At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer.

JOB DESCRIPTION:

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.

• 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.

Benefits include Associate discount; 401(k) match; medical/dental/vision; HSA; health care FSA; life insurance; short/long-term disability; paid holidays/vacation /sick/bereavement/parental leave; EAP; incentive programs for management; auto/home insurance discounts; tuition reimbursement; scholarship program; adoption/surrogacy assistance; smoking cessation; child care/cell phone discounts; pet/legal insurance; credit union; referral bonuses. All benefits are subject to applicable plan or program terms (including eligibility terms) and may change from time to time. Contact your TJX representative for more information.
In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual’s status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.