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Woodgrain

IT - Applications Support Specialist

St. Louis, MO, United States

$22 to $30 USD / hour

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Job details

Pay: $22 to $30 USD / hour
Posting language: English

Original job description

Job Title: IT Applications Support Specialist

U.S. Location: St. Louis, Missouri

Non-U.S. Location: FLB Corporate Center - Archbishop Reyes Ave, Cebu Business Park, Cebu City, Cebu 6000

Hourly Rate: $22.00 - $30.00 (depending on experience)

Monthly Salary: PHP 48,000 - 65,000 (depending on experience)

Work Arrangement: Office Based

Work Schedule: Monday to Friday, 8:00am - 5:00pm (CDT) / 9:00pm to 6:00am (Philippine Time)

Summary of Company Benefits (U.S. Only):

Health, Dental, and Vision Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
401(k) with an Employer Match
Group Term Life Insurance and AD&D
Employer Paid Long-Term & Short-Term Disability
Voluntary Supplemental Hospital and Accident Plans
Employee Assistance Program
8 Company Paid Holidays & 1 Floating Holiday
Progressive Paid Time Off (PTO) Accruals
Quarterly Hourly Incentive Bonus

About Woodgrain:

Woodgrain is one of the top millwork operations in the world, with locations throughout the United States and Chile. With 70 years of quality manufacturing craftsmanship and service, Woodgrain is a top producer of mouldings, doors, and windows, as well as a premier distributor of specialty building products. Woodgrain Inc. is headquartered in Fruitland, Idaho with six divisions and over 45 manufacturing and warehouse facilities in the United States and South America. Since 1954, Woodgrain is proud to be family owned and operated.

Job Summary:

The IT - Application Support Specialist is responsible for the configuration, management, and optimization of ITSM tools and processes with the organization. This role involves ensuring that IT services are delivered effectively, aligning IT services with business needs, and supporting continuous improvement in It service management practices. The Specialist works closely with users, development teams, and other IT professionals to resolve technical problems and enhance user experience.

Duties & Responsibilities:

Configure, manage, and maintain ITSM tools (e.g., SolarWinds, Target Process, etc.) to support IT service management processes.
Ensure the ITSM platform is functioning correctly and efficiently, including troubleshooting and resolving issues.
Coordinate updates, patches, and enhancements to the ITSM tool.
Subject Matter Expert on service desk software and other IT software
Liaise with ITSM tool vendors for support, and product enhancements.
Collaborate with stakeholders to understand their needs and ensure that ITSM processes align with business requirements.
Participate in Quarterly Service Reviews with vendors
Develop, document, and maintain IT service management processes and workflows (e.g., incident management, problem management, change management, and request fulfillment).
Monitor and analyze ITSM process performance, identifying areas for improvement and implementing best practices.
Ensure processes comply with organizational policies and industry standards.
Generate and analyze reports on ITSM metrics, such as incident trends, service performance, and customer satisfaction.
Provide insights and recommendations based on data analysis to support decision-making and continuous improvement.
Work with Service Desk Manager on reporting and dashboards
Create and maintain change management system process.
Ensure change workflows are tested and implemented.
Maintain accurate records of change requests and outcomes.
Administer user accounts and permissions within the ITSM tool.
Provide training and support to users on ITSM processes and tool usage.
Manage user access controls and permissions and ensure security and compliance requirements are met.
Maintain and update ITSM documentation, including process guides, knowledge base articles, and system configurations.
Ensure that knowledge management practices are followed and that knowledge base content is relevant and accurate.

Requirements:

Must be able to effectively communicate in English, both verbally and in writing.
Bachelor's degree in a technical areas such as Information Systems or Business. Equivalent training and experience can be considered in lieu of a degree.
At least 2 years of previous experience working with IT Service Management tools in a similar role, cloud-based system experience is preferred.
Must have previous experience and involvement with process improvement initiatives.
Must have experience working with Microsoft Windows 7,10, and/or 11.
Previous experience working on a Service Desk or Support Services team is highly desirable.

Additional Skills:

Comfortable working in a fast-paced environment with little to no issue dealing with multiple tasks and projects at one time
Understanding of how to write policies and procedures
Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person.
Strong customer service abilities and abilities to interact with professionalism, composure, and empathy.
Strong analyitical, troubleshooting, problem-solving, and root cause analysis skills.
Commitment to quality and achieving results that are oriented to detail and task completion.

Physical Demands:

The physical demands and work environment are representative of a typical office environment. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear. The employee must occasionally lift or move up to 25 pounds.

Travel: This position does not require travel to other Woodgrain locations.

Applications will be accepted until the position has been filled

____________________________________________________________

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More about this job

Skills

PHP
Microsoft Office
IT service management
Process improvement
SolarWinds
Troubleshooting
Negotiate with stakeholders
Change management
Customer service
Data analysis
Decision making
Reporting
Provide training
Regulatory compliance
Documentation
Microsoft Windows
Communication skills
Interpersonal skills
Problem solving
Root cause analysis

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