INTRANET SUPPORT SPECIALIST

Stockman is seeking an Intranet Support Specialist to join the Stockyard Team. You’ll partner with our Intranet Administrator, Technology Department, Leadership and site managers to provide technical support, drive user adoption, and improve the overall intranet experience. This role blends troubleshooting expertise, training, and user advocacy to ensure employees get the most from our platform.

This positon may be located in any of our branch locations.

Your Job Responsibilities:

• User Support: Responding to user inquiries, resolving technical issues, and providing guidance on using the intranet.
• Review, triage, and resolve reported issues, feature requests, and admin requests.
• Collaborate with Stockyard, Training, Technology, and Site Manager teams for complex problem resolution.
• Lead incident management processes and communicate outage updates.
• Research issues, document resolutions, and contribute to the internal knowledge base.
• Utilize debugging tools and available resources to investigate technical issues and provide detailed insights.
• Ensure all support interactions are properly documented, following established processes and best practices.
• Identify recurring issues and recommend process improvements.
• Train and support site managers and end-users on intranet features.
• Partner with the Intranet Administrator to develop engagement and communication strategies.
• Conduct user research to improve design, usability, and adoption.
• Drive innovation and explore new design opportunities to enhance the end user experience.
• Test and evaluate new intranet features or updates before implementation, providing feedback to improve user experience and functionality.
• Work closely with the Intranet Administrator to ensure the Stockyard runs smoothly and act as backup during their absence.
• Assist Intranet Assistant and Training Teams with projects as necessary.

Preferred Qualifications:

Technical

• Experience in user-facing technical support and troubleshooting modern web applications.
• Familiarity with using support ticketing tools and project management concepts.
• Strong analytical skills and ability to interpret data for decision-making.
• Ability to manage multiple projects, learn quickly, and adopt new tools and processes.
• Creative problem-solving with a willingness to test new approaches.

Communication & Culture

• Excellent written and verbal communication skills for both technical and non-technical audiences
• Comfortable troubleshooting live issues via phone or video, gather evidence, and set clear expectations.
• Strong end-user empathy and collaborative mindset.
• Active listener who builds trust and connection.
• Positive, adaptable team player with a continuous learning mindset.
• Passionate about user experience and dedicated to improving product adoption and usability.
• Strong technical curiosity and a desire to continuously learn and develop within the field.
• Willingness to work flexible hours to support platform as necessary.

What makes a great fit for the team:

You lead with empathy, communicate with clarity, and bring a sense of humor that builds trust. You anticipate needs, solve problems proactively, and care deeply about delivering exceptional user experience. You value collaboration, seek input from others, and balance confidence with humility.

For full description, which includes physical mental demands please see attachment.