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.  Participate in troubleshooting and resolving customer order exceptions. Complete application project-based work. Provide guidance and training to other Analyst’s and Helpdesk 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 Jira Service Desk/Email 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 reoccurrences

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

  • Grant and manage permissions for all supported applications.

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

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

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.


Knowledge, Skills and Abilities:


  • 3 years of experience in application support operations in a large enterprise environment

  • 2 years demonstrated experience applying ITIL or other service management methodologies

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

  • 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:

  • Generally requires a minimum of three (3) years E-commerce IT experience. Experience in software development highly preferred. 


Education Requirements:

  • Bachelors Degree in Computer Information Systems or related field required.



Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.

About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.

We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 30,000 products, from over 1,200 brands direct to our customers in 185+ countries.

Our vision is to become the #1 destination for health and wellness across the world.

With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:

Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·
Embrace Diversity & Inclusion · Strive for Simplicity

iHerb Benefits
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for. 

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.

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