Application Support Specialist

Woodgrain; Cebu City; Sur place; PHP 480 000 - 600 000; Plein temps

Résumé du poste

Woodgrain is seeking an IT Applications Support Specialist to configure, manage, and optimize ITSM tools like SolarWinds and Target Process. This office-based role is in Cebu City and requires collaboration with users and development teams to ensure IT services align with business needs.

The position emphasizes maintaining ITSM processes, incident/change management, and reporting while providing user training and support.

Qualifications

• Excellent English communication, both written and spoken.

Responsabilités

• Configure, manage, and maintain ITSM tools to support IT service management.
• Ensure ITSM platform stability, troubleshoot issues, and apply patches.
• Collaborate with vendors and stakeholders to align IT services with business needs.
• Develop and maintain ITSM processes and workflows (incident, problem, change, and request fulfillment).
• Generate reports on ITSM metrics and provide insights for improvements.
• Provide training and support to users on ITSM processes and tools.

Connaissances

Communication

Customer service

Problem solving

Analytical thinking

Formation

Bachelor's degree in Information Systems or Business

Outils

SolarWinds

Target Process

ITSM tools

Description du poste

Job Title: IT Applications Support Specialist

Location: FLB Corporate Center - Archbishop Reyes Ave, Cebu Business Park, Cebu City, Cebu 6000

Work Arrangement: Office Based

Work Schedule: Monday to Friday, 9:00pm to 6:00am (Philippine Time)

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.