IT App Support Analyst II

IT App Support Analyst II -

Are you passionate about helping others by delivering exceptional product support that builds trust and credibility with end users? Do you thrive on being part of a dynamic support team? If you have a strong drive to assist others and an eagerness for growth and development, you will feel ong Geographic Information Systems (GIS) skills paired with a background in Forest Management and a passion for sharing your expertise will make you an invaluable asset to our team.

As an IT Application Support Analyst on Weyerhaeuser's Connected Forest Support team, you will actively contribute to the execution of a fully implemented support model for our Timberlands ERP system, known as the Connected Forest. You will apply your business and IT expertise to deliver standardized product support strategies that align with established business priorities and ongoing initiatives. This is more than a traditional application support role.

You'll collaborate with business and IT teams to solve problems, improve processes, drive innovation, and support critical Timberlands operations. Through knowledge sharing and broad exposure to business applications and technologies, you'll have opportunities to expand both your technical and business knowledge. Your primary responsibility as an IT professional on the support team is to provide 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, GIS mobile applications, ArcGIS Pro).

Manage inbound support requests by phone, email, and our Enterprise ITSM platform. 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 customers' 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.

Experience using Service Now or a similar ITSM platform to manage incidents, requests, knowledge, workflows, and support processes. Demonstrated ability to drive adoption of self-service capabilities, knowledge management, automation, virtual agents, and chatbot solutions. Minimum of three (3) years of experience supporting business applications or services. Experience using ArcGIS and related GIS applications, including Trimble's Land Resource Manager (LRM) for similar Forest Management Systems, is highly desired.

Ability to develop deep knowledge of Timberlands business processes and supporting information systems. Ability to build strong relationships with customers, business partners, and cross-functional IT teams. Strong analytical and problem-solving skills, with an interest in emerging technologies such as AI-enabled automation and Robotic Process Automation (RPA). ITIL Certification is preferred.

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 and customer service skills.