IT Continuous Improvement Coordinator

Get to know East Penn! East Penn is a stable, essential employer, and has been voted one of the Best Places to Work in PA for 22 years! At East Penn, our employees are our culture; our employees will always be the heart of the company. We are a private, family-owned enterprise committed to cultivating an atmosphere that honors the contributions of everyone. We want our employees to have long-term careers, and many do. More than 38% of our workforce has over a decade of service. Our open-door management policy, comprehensive benefits package, employee appreciation and recognition events, and career advancement opportunities are just some of the ways we show our employees how incredibly valued they are. Our hiring process may use artificial intelligence (AI) tools to help in the initial review of applications by identifying candidates whose qualifications best match job requirements. These tools do not make hiring decisions. All final hiring decisions regarding interviews and employment are made by our employee recruiting and hiring teams. East Penn 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 status as a protected veteran.

EOE/VEVRAA

Overview We are excited to invite a dedicated and enthusiastic IT Continuous Improvement Coordinator to join our dynamic team. In this role, you will play a vital part in driving ongoing enhancements, efficiency, and operational excellence across our IT organization. You will collaborate closely with cross‑functional teams—including business stakeholders, vendors, and internal IT groups—to identify improvement opportunities, streamline workflows, and implement solutions that strengthen the reliability and performance of our applications and services. As a key point of contact for application incidents, service requests, and user support, you will help ensure a seamless and positive experience for our internal customers. You will also support the stability of our IT environment by maintaining accurate configuration data, contributing to change management processes, and championing best practices across the organization. This position is ideal for someone who is passionate about technology, enjoys problem‑solving, and thrives in a collaborative environment. Your efforts will directly contribute to our company's success by enhancing service quality, promoting continuous improvement, and helping cultivate a culture of innovation and accountability. If you are proactive, detail‑oriented, and eager to make a meaningful impact, we would love to hear from you.

Responsibilities Application Support and Incident Management:

Provide Level 1 and Level 2 application support for assigned SaaS and enterprise applications, including but not limited to TMS, YMS, Fleet Maintenance, WMS, ERP. Diagnose, troubleshoot and resolve application incidents and service requests within defined service level agreements (SLAs). Perform root cause analysis and participate in problem management efforts Escalate complex issues to vendors or internal teams and coordinate resolution through closure.

Service Request and User Enablement:

Fulfill application access, configuration, and role-based security requests. Support onboarding, offboarding and role changes related to SaaS applications. Assist users with functional questions, workflows, and best-practice usage of supported systems. Vendor and Release Coordination Work with SaaS vendors to manage support cases, patches, upgrades, and release impacts. Lead release impact assessments, regression testing and post-release validation. Track vendor response times and contribute to SLA and performance monitoring. Operational Excellence and Continuous Improvement Identify opportunities to reduce incident volume and improve application stability. Contribute to the development and maintenance of support runbooks, knowledge articles and user documentation. Support change management processes, including change reviews and scheduling. Assist with KPI tracking such as incident trends, mean time to resolve (MTTR) and repeat issue analysis. Collaboration and Communication Partner with business stakeholders to understand application usage, pain points and improvement opportunities. Communicate clearly with users and leadership regarding issue status, risks, and resolution timelines. Collaborate with other IT teams and vendors as needed. This position requires strict adherence to information security protocols when handling sensitive and confidential data. Employees must safeguard all personal, financial, and proprietary information in compliance with company policies and applicable regulations, ensuring data integrity and privacy at all times. Qualifications Experience & Qualifications Related experience in a distribution or manufacturing environment. Experience working with third-party software vendors and support portals. 3-5 years of experience supporting SaaS enterprise business applications. Experience with incident, problem, and change management processes. Education/Certification Bachelor's degree in supply chain management, Information Technology or related field preferred; equivalent level of education, training, and experience may be considered Skills & Competencies Strong critical thinking and problem-solving skills with the ability to assess issues, escalate appropriately for resolution. Ability to analyze problems and formulate and apply alternative/creative solutions to problems. Effective written and verbal communication skills including presentation abilities. Adept in multi-tasking, prioritizing, and time management. Excellent attention to detail and accuracy.

Exceptional interpersonal skills:

a team player with proven ability to work across functional areas and all levels of the organization. Customer-focused mindset. Self-motivated and self-directed; can effectively cope with ambiguity. Solid knowledge of project management best practices. Proven ability to influence, motivate, and lead project team members to deliver projects successfully. Demonstrates an underlying curiosity and desire to know about things, people, or issues; goes beyond the questions that are routine. Unafraid to respectfully challenge the status quo by providing new ideas and solutions. Ability to communicate technical concepts clearly to non-technical users. Open to coaching with the ability to apply feedback. Working knowledge of Microsoft suite (Excel, Word and PowerPoint). East Penn Benefits East Penn offers excellent benefits: Competitive compensation Group health insurance that includes high quality medical, dental, vision and prescription coverage with a low employee premium Retirement Savings Plan with company match and a 3% employer contribution 9 paid company holidays, 2 paid personal holidays, and paid vacation days annually Employee assistance program Fitness Discounts Promotional opportunities