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About iHerb

iHerb is one of the leading global e-commerce retailers with its emphasis on Nutritional and Wellness products. Our mission is simple…providing the best overall value for natural products through "e-simplicity." Our values can be best defined as an environment in constant and continuous pursuit to conscientiously meet the needs of our customers, business partners, and team members while doing our part to safeguard the environment. 

Job Summary:

Under general supervision, IT Application Support Analyst II will monitor website and warehouse systems to ensure proper operation. Perform a variety of maintenance, end-user support and training tasks to ensure efficient processing of customer orders.  Provide support to staff on all company-supported software and applications, including 3rd party applications and in-house developed applications.  Trouble shoot and resolve customer order exceptions. Complete application project-based work. Provide guidance and training to other Analyst’s and Help-desk staff. Perform responsibilities in accordance with all company standards, policies and procedures by performing the following duties

Job Expectations:

• Support E-Commerce/WMS/ERP Applications and other software used by company

• Quick to adapt new software and technology

• Field incoming help requests from end-users via e-mail/phone calls in a courteous manner

• Participate in the after-hours “on-call” rotation schedule.

• Work directly with software development to ensure quick resolutions to software issues from beginning to end.

• Assumes ownership of escalation issues and sees them through to resolution, providing documentation of fixes for potential re-occurrences

• Detail and Present solutions to reoccurring issues to Senior Management.

• Grant and manage permissions for all supported applications.

• Produce knowledge base documentation for new/existing procedures and protocols.

• Generate data reports requested by warehouse personnel.

• Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network

Knowledge, Skills and Abilities:

  Required:

• Ability to communicate technical information to nontechnical personnel.

• Ability to adapt quickly to a fast-paced environment

• Intermediate-Advanced SQL Skills, with the ability to generate complex queries

• Two Year knowledge of computer and/or network systems, applications, procedures and techniques

• Ability to identify and resolve computer system malfunctions and operations problems.

• Skill in organizing resources and establishing priorities.

• Excellent verbal and written communication skills

• Ability to learn and support new systems and applications

Experience Requirements:

Requires a minimum of three (3) years of warehouse & e-commerce IT experience. Experience in software development highly preferred.

Education Requirements:

Bachelor  Degree in Computer Information Systems or related field required.