What are the responsibilities and job description for the IT Automations and Support Specialist position at Articulate?

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

The pay range for this position is $72,500 to $96,036 for all US locations. Articulate takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. Articulate also offers a robust suite of benefits, check out the website for a full list.

The application window for this position is expected to close 90 days from the original posting date.

About us

Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.

Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here.

Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at hr@articulate.com.

(For information about Articulate's privacy practices, please view our Privacy Notice)

As an organization, we participate in E-Verify.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Salary : $72,500 - $96,036

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