Job Title: IT Application Support Specialist
Location(s): St. Louis, MO | Meridian, ID | Fruitland, ID 
Starting Salary: $22.00 - $30.00 (depending on experience)
Employment Type: Full-Time, Hourly
Work Environment: Hybrid (4 days in-office, 1 day remote)

Summary of Company Benefits:
* 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 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 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 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:

• Bachelor's degree preferred. Equivalent training and experience will be considered in lieu of a degree.
• Previous experience 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.
• Ability to effectively communicate in English, both verbally and in writing. Additional languages preferred. 

Physical Demands:
The physical demands and work environment for this role align with those of a standard office setting. While performing job duties, the employee may occasionally need to stand, walk, sit, use hands for handling objects, tools, or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, or crawl, as well as talk and hear. This role may occasionally require lifting or moving 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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