IT Application Support

Join Our Dynamic Team! We are seeking a IT Application Support to join our team at our West Chicago, Illinois location. This is a fantastic opportunity for a results-driven professional who thrives on solving business challenges, identifying opportunities, and building strategic partnerships. Reporting to IT Service and Infrastructure Director, this role will be ensuring that business-critical software systems run smoothly and efficiently. It involves monitoring applications, troubleshooting issues, providing user assistance, and maintaining system performance to minimize downtime. This role plays a key part in improving user experience, resolving technical problems quickly, and supporting ongoing system enhancements to meet organizational needs.

This is more than a job - it's a chance to develop your career with a global organization that values innovation, collaboration, and results. We are in an exciting period of growth, and the successful candidate will play an essential role partnering with the IT Team that are responsible for managing and supporting the organization's technology infrastructure and systems. They ensure reliable network operations, maintain hardware and software, and provide technical support to employees. By proactively addressing issues and implementing innovative solutions, the IT Team helps drive efficiency, security, and seamless day-to-day operations across the business to influence outcomes., ERP Application Support:

• Provide user support, troubleshoot issues, and resolve tickets within SLA timelines
• Escalate complex issues when needed

System Administration:

• Assist with system setup, maintenance, and user access management
• Coordinate updates and enhancements

Process Improvement:

• Identify issues and implement process and workflow improvements

Documentation & Knowledge Management:

• Maintain documentation and support knowledge-sharing practices

Compliance & Security:

• Ensure adherence to security standards, policies, and audit requirements

Stakeholder Communication:

• Provide clear updates and collaborate with IT teams for resolution

Training & Mentoring:

• Support user training and team knowledge development

Other:

• Ensure EH&S, policy, and compliance standards are met
• Promote teamwork, inclusion, and continuous improvement
• Support cost management and quality initiatives, and access controls.
• Provides guidance and training to team members and end-users on ERP

system usage and support procedures.

Key Performance Indicators (KPIs) SLA Compliance Rate:

• Percentage of tickets resolved within SLA.
• Percentage of tickets' response time within SLA.
• Percentage of tickets resolved within SLA.
• Backlog Aging - Percentage of open tickets older than SLA or aging beyond

thresholds. Continuous Improvement:

• Reduction in Repeat Incidents.

Key Relationships

• Internal - All employees in Sims IT org.
• External - Vendors and Contractors

With a promote-from-within philosophy and a variety of programs available to support continuous learning, Sims offers the opportunity for a rewarding career. We are committed to the ecologically sound and sustainable use of resources and strive to operate in a manner that minimizes waste and protects the environment.

Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * Bachelors degree in information technology or related field

• Experience:
• 3-5 years of professional experience 3-5 years of professional experience in IT

application support, help desk operations, or systems administration, with a focus on ERP systems

• Hands-on experience with ITSM platforms such as ServiceNow, Ivanti, Jira, or

similar ticketing systems.

• Familiarity with ITIL practices and service delivery frameworks.
• Strong analytical, communication, and problem-solving skills
• Ability to work independently and as part of a team in a fast-paced

environment

Skills and Competencies

• Deep understanding of ERP system functionality, configuration, and

troubleshooting.

• Proficient in ITSM tools (e.g., ServiceNow, Jira, Ivanti), server and network

administration, and user account management.

• Ability to identify trends, root causes, and opportunities for process

improvement.

• Skilled at diagnosing and resolving complex technical issues efficiently.
• Ensures accurate ticket categorization, documentation, and compliance with

SLAs and audit requirements.

• Clear and professional communication with stakeholders, team members, and

end-users; able to explain technical concepts to non-technical audiences.

• Maintains a positive user experience and strives to resolve issues promptly

and effectively.

• Works closely with support teams and cross-functional groups; fosters a

respectful and inclusive environment.

• Responds effectively to changing priorities, high-volume situations, and new

technologies.

• Ability to coordinate compliance initiatives, audits, and cross-functional

projects.

• Proactively identifies inefficiencies, implements process enhancements, and

drives service quality improvements.

• Understands and applies IT security best practices, including data protection

3.43.4 out of 5 stars West Chicago, IL 60185 $77,172 - $92,606 a year

Sims Lifecycle Services (SLS) is a world-wide leader in IT asset and cloud infrastructure reuse, redeployment, recycling and refining. SLS serves global clients across a range of industries to securely and responsibly recycle and manage the disposition of IT equipment and electronic products. Our asset management and recovery service enables businesses to meet both their social and legal obligations in the treatment of surplus electronics in a legally compliant, data secure, fully traceable, and environmentally sustainable manner. With our global reach, expertise, and infrastructure, SLS is able to provide a comprehensive solution for e-waste and IT asset disposition anywhere in the world. At Sims Lifecycle Services, we believe progress is driven by our people. If you're set on making real change for tomorrow, we have the scale, resources, and ambition to make it happen. Now's an extraordinary time to work with us. SLS is the global leader in circular cloud solutions. We will continue to drive circular economy initiatives with our clients to improve environmental outcomes and business results. To achieve it, we're bringing together people with unique stories, perspectives, backgrounds, and talent - and we need yours too!, A career with SLS provides you with the opportunity to work with an organization whose goal is to be the world's safest and most responsible recycling company. Our people achieve this by creating a zero-harm workplace, being exemplary members of the communities in which we operate, and being responsible stewards of the environment. We also offer competitive pay and a range of attractive benefits. SLS is proud to be an equal opportunity employer. We value the diversity of all of our employees and are committed to creating an inclusive working environment where everyone can contribute, advance on merit, and realize their full potential. SLS does not discriminate with regard to race, sex, religion, color, national origin, citizenship status, disability, age, marital or familial status, sexual orientation, gender identity, gender expression, veteran status, housing status, source of income, or any other status protected by federal, state, or local laws. This applies to any employment decision, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. qualified applicants with a disability in need of a reasonable accommodation may request such without fear of reprisal or discrimination. To achieve our purpose to create a world without waste to preserve our planet, we are guided by our Principles of Purpose: Be Safe + Well, Band Together, Be Accountable + Transparent, Consistently Innovate, Inspire with Purpose, Celebrate + Have Fun.