IT Applications Support Specialist

Woodgrain

. Configure, manage, and maintain ITSM tools such as SolarWinds and Target Process.

Posted 11/10/2026full-timeCebu City • PhilippinesJuniorMid-Level💰 $22 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management processes and tools, with a strong focus on process improvement, troubleshooting, and user training. Proficient in managing ITSM tools and ensuring compliance with organizational policies and industry standards.

Highest-signal resume keywords

IT Service Management ToolsProcess Improvement InitiativesMicrosoft Windows 7, 10, 11Analytical Problem-Solving SkillsCloud-Based Systems Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITSM Tool ConfigurationIncident ManagementChange ManagementTroubleshootingData AnalysisProcess DocumentationUser Account AdministrationPerformance MonitoringWorkflow DevelopmentReporting and Dashboards

Soft Skills

Effective CommunicationCustomer Service AbilitiesInterpersonal SkillsDetail OrientationEmpathy

Tools & Technologies

SolarWindsTarget Process

Industry Keywords

IT Service ManagementService DeskComplianceOrganizational PoliciesStakeholder Collaboration

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

Configure, manage, and maintain ITSM tools such as SolarWinds and Target Process.
Troubleshoot and resolve ITSM platform issues and ensure efficient operation.
Coordinate updates, patches, and enhancements to the ITSM tool.
Serve as subject matter expert on service desk and other IT software.
Liaise with ITSM tool vendors regarding support and product enhancements.
Collaborate with stakeholders to align ITSM processes with business requirements.
Participate in quarterly service reviews with vendors.
Develop, document, and maintain IT service management processes and workflows, including incident, problem, change, and request management.
Monitor and analyze ITSM process performance and implement improvements and best practices.
Ensure processes comply with organizational policies and industry standards.
Generate and analyze reports on incidents, service performance, and customer satisfaction.
Provide data-driven insights and recommendations for decision-making and continuous improvement.
Work with the Service Desk Manager on reporting and dashboards.
Create and maintain the change management system process.
Test and implement change workflows and maintain records of change requests and outcomes.
Administer ITSM user accounts, access controls, and permissions while ensuring security and compliance.
Provide training and support to users on ITSM processes and tool usage.
Maintain ITSM documentation, process guides, knowledge base articles, and system configurations.
Ensure knowledge base content remains relevant and accurate.

Requirements

What you’ll need

Must be able to effectively communicate in English, both verbally and in writing.
Bachelor's degree in a technical area such as Information Systems or Business; equivalent training and experience can be considered in lieu of a degree.
At least 2 years of previous experience working 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.
Comfortable working in a fast-paced environment and handling multiple tasks and projects simultaneously.
Understanding of how to write policies and procedures.
Excellent communication abilities and interpersonal skills across virtual platforms and in-person.
Strong customer service abilities and professional, composed, and empathetic interaction.
Strong analytical, troubleshooting, problem-solving, and root cause analysis skills.
Commitment to quality, detail, and task completion.

Benefits

Comp & perks

Health, Dental, and Vision Insurance (U.S. Only)
Health Savings Account (HSA) (U.S. Only)
Flexible Spending Account (FSA) (U.S. Only)
401(k) with an Employer Match (U.S. Only)
Group Term Life Insurance and AD&D (U.S. Only)
Employer Paid Long-Term & Short-Term Disability (U.S. Only)
Voluntary Supplemental Hospital and Accident Plans (U.S. Only)
Employee Assistance Program (U.S. Only)
8 Company Paid Holidays & 1 Floating Holiday (U.S. Only)
Progressive Paid Time Off (PTO) Accruals (U.S. Only)
Quarterly Hourly Incentive Bonus (U.S. Only)