Job description
Become a part of the Young Living family!
Young Living is a universally known, household name that is revered and respected for the countless benefits it brings to humanity. Propelled by the world’s purest essential oils and oil-infused products, along with our passionate commitment to empowering individuals to whole-life wellness, we champion the modern essential oil movement. A global, purpose-driven wellness revolution is underway, and Young Living leads the charge.
Working at Young Living
Our community of wellness started small in 1993, when
D. Gary Young
and Mary Young developed their first organic herb farming and distillation operation. After establishing Young Living in 1994, the Youngs developed its groundbreaking Seed to Seal® process, which preserves the integrity and potency of essential oils through every step of the production process.
We believe every person has the right to wellness. It transcends all and has the power to unite us as members of the same human family striving for the same happiness. It is part of the reason we are passionate about making everyone feel included, welcome, and respected. Regardless of age, race, color, religion, sexual orientation, gender identity, national origin, physical or mental disability, ancestry, protected veteran status, or any other characteristic protected by local law, all are welcome in the Young Living family.
Summary:
Summary Young Living is looking for a high-energy, self-motivated, results-driven IT Application Support Analyst. This position is responsible for supporting the internal and external customer operations by implementing proactive process solutions and documentations, system enhancements and maintenance, and monitoring to existing policies and procedures to ensure quality service. They are a key member of the IT team, supporting data analysis, bug defects, and problem resolution. This position works closely with Product Support Managers, QA, PMs, and the Development team to ensure system stability throughout Young Living’s software applications.
Who you are:
- A team player who enjoys working with others, and loves to delight customers and provide excellent customer service
- Someone who loves technology, learning, and solving problems
- Someone who has a drive to be responsive, productive, and results driven.
- Someone who can work with minimal supervision
What you'll Get To Do:
- Responsible for maintaining the service level of our ITSD backlog ticket queue, and for processing the backlog ticket queue from projects past
- Responding to, reproducing, and seeking resolution on service desk tickets and emails to IT support. Provide timely and effective support/communication to meet the customer’s expectation via ticket, telephone, chat, or email
- Responsible for monitoring Young Living’s social media pages for IT related issues
- Documenting issues and complaints and pass business requirements and enhancement requests related to IT systems and/or applications on to technical business analysts
- Developing and maintaining excellent relations with internal customers and build relationships with individual assets within the department as needed
- Providing follow up when a ticket is processed through to our development teams both by providing information to the dev team and by apprising our stakeholders of changes to their issue or ticket situation
- Maintaining primary technical ownership of service support tickets by working with technical resources to resolve/answer technical questions without reassigning the ticket
- Assisting in managing larger production support issues with the assistance of a tier 2 agent
- Taking on-call shifts to assist with software needs outside of regular hours
Experience you'll need:
- Basic computer skills / knowledge of basic applications such as Microsoft Office, can use Excel to keep track of information
- Comfortable learning and using MS TEAMS
- Basic understanding of the SDLC (Software Development Life Cycle).
- Comfortable learning new software tools
- Professional written and verbal communication skills
- Ability to diagnose, resolve, and document incident tickets.
- Ability to create basic spreadsheets, filter, format, and record data
- Ability to learn and navigate and use Jira ticketing system, Confluence Page, Outlook, Ops Genie, VPN, Duo, Helpdesk Portal, refresh catalogs, etc.
Experience or Skills that are Not Required, but would be a Huge Plus:
- SQL and/or any experience working with relational databases or other query languages
- Experience and/or any proficiency with MS TEAMS, WhatsApp, or similar
Additional information
Young Living is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
If you’re an active Young Living employee, please apply through Workday.
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