The IT Automations & Support Specialist provides front-line and advanced technical support to Articulate employees while leading automation, systems integration, and workflow improvement initiatives across the IT Services function.
This role blends hands-on helpdesk expertise with developing technical specialization in automation, systems integration, and workflow optimization to improve the scalability and efficiency of IT Services operations. The ideal candidate improves employee experience by resolving issues efficiently, identifying recurring friction, and designing scalable workflows and system integrations that reduce manual effort and increase service quality.
As part of a fully remote organization, this role contributes to a responsive, empathetic, and high-performing IT Services team that supports every function at Articulate.
While this position is fully remote, regular working hours of 8:00 a.m. to 5:00 p.m. Pacific Time are required to ensure real-time collaboration and support coverage across the organization.
What You'll Do:
Implement Automations via Okta, Slack, and or Workato:
Identify repetitive manual processes and own automation initiatives from design through implementation, including solution design, testing, documentation, and post-deployment monitoring
Build and maintain automated workflows across SaaS platforms using APIs, scripting, and integration tools
Analyze helpdesk trends to proactively design automation that reduces recurring tickets
Document automation logic, system dependencies, and process maps
Respond to employee helpdesk requests:
Troubleshooting and/or suggesting workarounds or alternatives
When necessary, escalate incidents to other experts on the team for resolution
Communicating IT policies and processes to Articulate employees
Onboarding new employees, which includes setting up access & procuring hardware
Work on various projects - for example: software & hardware audits, new software testing & deployment, aligning employee groups across different software packages
Ordering new & replacement equipment for existing employees and house, manage, and ship out loaner machines
Maintain ticketing systems, asset inventory, and IT knowledgebase documentation
What You Should Have:
2-5 years IT support experience
Basic Agile understanding
Experience building workflows or automation using APIs, scripting, or automation platforms
Experience integrating systems or automating cross-platform processes
Ability to analyze processes and design scalable, efficient solutions
Comfort reading and troubleshooting API documentation
Experience using service desk/ticketing software to receive/respond to requests
Understanding of Information Security fundamentals - Phishing defense, passwords, VPN use on public networks
Experience with Google Workspace Administration, Gmail & Google Docs, Jira, Slack, Okta SSO, Zoom
Top Skills
What We Do
Articulate develops e-learning software, content, and resources that change the way the world learns. More than 106,000 organizations worldwide, including all 100 of Fortune 100, have created millions of courses using our online training apps, Articulate 360 and Rise.com. With Articulate 360, e-learning developers get everything they need to create courses for their learning management systems, including the award-winning authoring app Storyline 360. With Rise.com, organizations get everything they need to create, track, and manage their online training in one complete system. It's the all-in-one online training system employees love. Articulate also has the industry's largest community, E-Learning Heroes, where online training professionals get inspiration, guidance, product support, and best practices on building online training. Join the 965,000+ member of E-Learning Heroes. As a human-centered organization, Articulate is driven by our vision to empower people to live better lives. We're committed to providing the best value to customers and doing right by our employees. We're building a team that looks like the world we live in and an environment where people from diverse backgrounds feel like we belong. Learn more about why we're one of Inc. Magazine's Best Workplaces of 2020.
