IT App Support Analyst II

About the role

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 role involves collaboration with business and IT teams to solve problems, improve processes, drive innovation, and support critical Timberlands operations. You’ll have opportunities to expand both your technical and business knowledge through knowledge sharing and broad exposure to business applications and technologies.

Your primary responsibility is to provide operational support to our Timberlands business partners, building and maintaining strong business relationships while providing incident resolution services and driving 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).

Responsibilities

• Manage inbound support requests by phone, email, and our Enterprise ITSM platform.
• Provide operational support against assigned areas of expertise, continuously expanding product knowledge through cross-training within the Support Team.
• Utilize and promote standard processes and tools to ensure consistency and quality of customer experience and performance metrics.
• 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 evaluating and implementing new tools and technologies.
• Translate support strategies into IT initiatives that deliver value-added results.

Requirements

• 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.
• Experience using ServiceNow 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.
• Ability to develop deep knowledge of Timberlands business processes and supporting information systems.
• 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.

Qualifications

• 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 stakeholders while under pressure.
• Excellent collaboration skills, actively soliciting input from others and respecting diverse opinions.
• Ability to multi-task and manage multiple priorities concurrently.
• Exceptional organizational and customer service skills.
• Ability to build strong relationships with customers, business partners, and cross-functional IT teams.

Locations

Primary Location: USA-WA-Seattle

Other Locations: USA-MS-Hattiesburg, USA-MT-Columbia Falls, USA-GA-Atlanta, USA-WA-Vancouver, USA-AR-Hot Springs

Pay

Target salary range: $82,500–$123,800 based on skills, qualifications, and experience. Eligible for an Annual Incentive Program cash bonus targeting 7% of base pay, with potential plan funding ranging from zero to two times that target.

Benefits

• Comprehensive employee benefits plan, including medical, dental, vision, short- and long-term disability, and life insurance.
• Pre-tax Health Savings Account (HSA) with company contribution.
• Voluntary Long-Term Care and Employee Assistance Programs.
• Personal volunteerism support and diversity networks.
• Training and development opportunities for career growth.
• 401k plan with company match and an annual contribution equal to 5% of base salary.
• 3 weeks of paid vacation during the first year, accrual of additional vacation after six months, and 11 paid holidays per year (88 hours total).
• Paid parental leave for all full-time employees.

Schedule

Full-time, Day (1st) shift.