Remote IT App Support Analyst – Tier 1 Support (GIS) in USA

Remote IT App Support Analyst - Tier 1 Support (GIS) - Weyerhaeuser - USA - work from home job Company: Weyerhaeuser Job description: Do you have a passion for helping others by providing world class product support? Do you have a strong drive to help others and an eagerness to learn? Do you feel rewarded by building credibility and trust through delivering exceptional service to end users all while being part of a dynamic and growing team? Do you have a background in forest management and a desire to play a part in assisting end users? Do you have strong Geographic Information Systems (GIS) skills and a passion for sharing these skills? As an IT App Support Analyst – Tier 1 Support on Weyerhaeuser’s Connected Forest Support team you will have the opportunity to be part of the planning, approach, and implementation of the support model for our Timberlands ERP system known as the Connected Forest. You will accomplish this by applying business and IT knowledge to execute standardized product support strategies in alignment with business priorities and initiatives. Your primary responsibility is to be the fourth IT professional on our Tier 1 Team, working in close partnership with the Tier 2 Team, providing operational support to our Timberlands business partners. You will build and maintain strong business relationships while providing incident resolution services as well as help drive user adoption for solutions and processes within the Connected Forest Support Organization. Approximately 70% of your time will be spent supporting the Forest Management suite of applications (FMS, CFX, ArcMap & WY Harvest Planning). Roles & Responsibilities • Manage inbound support requests by phone, email and our Enterprise ITSM platform, Cherwell. • Be accountable for providing operational support against assigned areas of expertise, while continuously expanding the breadth and depth of your product knowledge through cross training within the Support Team. • Utilize and promote use of standard processes and tools to ensure consistency and quality of our customer’s experience and the metrics we use to measure our performance. • Identify opportunities for process improvements. • Document new or update existing documentation for issue identification and resolution. • Contribute to or lead special projects around the development of support strategies including the evaluation and implementation of new tools and technologies, translate those strategies into IT initiatives that deliver value-added results. Qualifications Experience: • Minimum of three (3) years of relevant experience supporting applications or services. • Experience using ArcGIS and other related GIS software applications, including our Forest Management System (FMS) platform, is highly desired. • Experience in Forest Products supply chain management is highly desirable. • Experience in Forestry/Forest Management is highly desirable. • Working knowledge of ITIL/ITSM principles and practices, ITIL certification preferred. • Experience working within the Cherwell ITSM application specific to incident and problem management. • Prior experience with developing reference documentation including standardized incident resolution scripts, knowledge base articles with meta data management for ease of searchability. • Proficient at building and maintaining healthy relationships with customers and/or the business, within their team, across IT, and with 3rd party vendors. • Ability to develop deep knowledge of Timberlands business processes, and the information systems that support those processes . • Interest in emerging, innovative technologies such as RPA (robotic process automation) • Ability to regularly learn and adopt new technology. • Strong analytical and critical thinking skills. • Up to 10% travel to business locations. Education: Bachelor’s degree in Information Technology or related field or relevant and progressive work experience in the Information Technology or Supply Chain support domain. Skills: • Ability to communicate effectively, both orally and in writing, to all levels of technical and non-technical owners while under pressure; as well as the ability to manage a diverse workload and work under time constraints with minimal supervision. • Excellent collaboration skills in working together with others across all IT segments and with business partners by actively soliciting input from others, feel comfortable sharing and discussing their ideas and where the opinions of others are respected. • Ability to multi-task and manage multiple priorities concurrently. • Exceptional organizational abilities and customer service skills. Location: Qualified applicants based out of any of Weyerhaeuser’s US office locations will be considered. Preference for applicants in the Central or Eastern time zones, or those willing to work hours aligned to those time zones. What We Offer: Compensation: This role is eligible for our annual merit-increase program, and we are targeting a salary range of $64,900-$97,400 based on your level of skills, qualifications and experience. You will also be eligible for our Annual Incentive Program, which offers a cash bonus targeting 5% of base pay. Potential plan funding may range from zero to two times that target. Benefits: When you join our team, you and your dependents will be offered coverage under our comprehensive employee benefits plan, which includes medical, dental, vision, short and long-term disability, and life insurance. We offer a pre-tax Health Savings Account option which includes a company contribution. Other benefit options are also available such as voluntary Long-Term Care and Employee Assistance Programs. We also support personal volunteerism, sponsor a host of diversity networks, promote mentoring, and provide training and development opportunities to help you chart your path to a fulfilling career. Retirement: Employees are able to enroll in our company’s 401k plan, which includes a paid company match in addition to our annual contribution equal to 5% of your base salary. Paid Time Off or Vacation: We provide eligible employees who are scheduled to work 25 hours or more per week with 3-weeks of paid vacation to use during your first year of employment. In addition, after being employed for six months, eligible employees begin to accrue vacation for future use. We also recognize eleven paid holidays per year, providing a total of 88 holiday hours and paid parental leave for all full-time employees. About Weyerhaeuser At Weyerhaeuser, we are the world's premier timber, land, and forest products company. Sustainability is the founding concept of our business and our values drive every decision to ensure we continue to lead the forestry industry in sustainability practices. And we know about sustainability - we led it in the forestry industry when we planted our first seedling by hand in 1938. We recognize that our success is dependent on the success of our people. For over 100 years, our Weyerhaeuser team has been making a difference in the world - from the seedlings we plant, to the forests and trees we nurture, we ensure every acre is managed with diligence, patience, and pride. That is the Weyerhaeuser way. Our IT team is on a mission to continue to enable Weyerhaeuser to transform the timber industry. We know you have a choice in your career. We want you to choose us. Weyerhaeuser is an equal opportunity employer. We are committed to taking affirmative action to employ and advance in employment women, minorities, qualified individuals with disabilities and protected veterans. Expected salary: $64900 - 97400 per year Location: USA Job date: Wed, 20 Sep 2023 22:51:54 GMT Apply for the job now! Apply tot his job Apply To this Job