Application Technical Support Specialist III (Boise, ID)
The J.R. Simplot Company is a diverse, privately held organization, with roots firmly planted in agriculture and agriculture-related businesses.
These endeavors have been around for centuries and will continue to be a vital part of the global economy.
We currently have a position available at our BUSINESS facility in Simplot Headquarters – Boise, ID.
Idaho SUMMARYDesign and manage the problem management process to prevent class incident incidents from occurring and to minimize the impact of Incidents that cannot be prevented as well as document and identify enterprise workarounds. This includes Problem identification, categorization, and prioritization, diagnosis and resolution of class incidents elevated as enterprise problems, closure and evaluation of class issues, as well as major problem review, reporting and problem management process improvements. Major incidents will also be managed within this role. Design and manage the Knowledge management process and tools to gather, analyze, store and share knowledge and information. The primary goal is to improve efficiency by reducing the need to rediscover knowledge. This role will include building and maintaining a service catalog to store and present the service provider's data, information and knowledge as well as a build and maintain a central repository of the data, information and knowledge that the IT organization needs to manage it services. Determine when training is required and create training plans and provide training as needed. RESPONSIBILITIES* Designs and manages the problem management process to implement ITIL best practices for functional and informational analysis and maintains all requirements as well as overall process scorecard to showcase priority and impact of class issue resolution.* Identify and build training (Print, Web, Video, and other media as required) to educate team members and end users on solutions and techniques while consistently using the right level of technical terminology for the intended audience. Teach, as necessary, techniques for evaluating audience comprehension including using analogies that resonate with a technically diverse audience. Improves support colleagues' ability to explain information clearly to a technically diverse audience, regardless of proficiency.* Design and manage the Knowledge Management (KM) process and tools including the establishment of KM templates and overall structure and taxonomy of the system. Pays close attention to adult learning theory and techniques so information is readily accessible to the greater support and enterprise end user community.* Actively identify class issues that are problems and manage the funnel of requests into the problem management process. Leads research and analysis to identify and define opportunities to solve business problems by leveraging technology or process improvements based on statistical methods to determine priority to ensure maximum ROI. Participates and may lead cross-functional workshops to clearly define the overall IT problem opportunities and requirements. REQUIREMENTSBachelor's Degree from 4 year college or university3-5 years experience in IT support Knowledge management and/or problem management, process experience is a must. Disclaimer – The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.Combination of education, training and/or experience will be considered for this position. HOW TO APPLYVisit www.simplot.com/careersSelect Job SearchSelect Current OpportunitiesSelect All Open PositionsApply to Job ID#7480Please prepare a cover letter outlining your interest and qualifications and submit with your resume via our online application process described above.
For best results, please upload your resume as a Microsoft Word or Adobe PDF document.
This process includes additional job-relevant questions, so plan on at least 20 minutes when you apply. When a position is in the interview stage or has been filled, it will no longer appear on our Simplot Careers website.
If you experience any technical difficulties when applying through our online system, please contact the JRS Talent and Culture department for assistance at email@example.com. **The J.R. Simplot Company is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, age, sex, gender, gender identity, gender expression, genetic information, physical or mental disability, medical condition, sexual orientation, military or veteran status, marital status, or any other protected status.**