Job Description & How to Apply Below
The individual will administer the portfolio of warehouse applications and support day-to-day issues in a timely manner. This is a key role in ensuring the ongoing smooth operation of the business and becomes the natural go-to person for both resources within the technical team and the business community. They will act as a Subject Matter Expert for internal initiatives relating to these applications and participate in projects involving the warehouse.
Schedule:
Mon-Fri, 40 hours
Weekend and after hours support is required based on production issues and project timelines
Flexibility to travel between multiple facilities within Canada for project rollouts
What you will do
Application Support
Utilize our Ticketing System to Log, prioritize, troubleshoot, route and monitor all support incidents or questions relating to the applications supported. Adhere to our SLA on issue/resolution turnaround.
Assist other internal teams such as the Service Desk, Infrastructure Team or EDI Team with troubleshooting and technical support of related issues.
Perform root cause analysis to determine the cause of recurring issues and either fix or provide recommendations toward solutions.
Manage the upkeep of the application. Work with the Infrastructure, IT Security, DBAs and vendors to ensure that the applications and environments are updated routinely and functioning at an acceptable performance level.
Continually drive improvements within the support processes by identifying opportunities for automation or simplifying processes.
On-Site Support/Travel
Some travel required on a per project basis to CCS facilities within Canada
Support the warehouse RF & handheld equipment: administration, upkeep, refresh and training.
Coordinate support of local printing, desktop and network systems. This will involve working in tandem with vendors or the IT Infrastructure & Security team.
Provide desk-side assistance and triage issues before they are raised with central/corporate IT.
Support the IT Infrastructure & Security team on issues or initiatives where they require physical presence at the warehouse
Coordination of IT deliverables for small to large sized projects
Define scope, deliverables, success criteria and work breakdown structure for projects with management and stakeholders.
Elicit and document requirements for system and process changes through interviews, discussions and review of systems or documentation.
Use analytical skills and knowledge of systems and processes to critically evaluate information gathered from multiple sources (as sampled above), reconcile conflicts, identify gaps, perform root cause analysis, suggest improvements and arrive at value driven solutions.
Proactively develop, direct and monitor the progress on a project by managing the plan, tasks and resources.
Manage changes to scope associated with the project in a timely and suitable manner. Group changes into releases and manage expectations of stakeholders.
Be a subject matter expert for the warehouse applications. Progressively understand the current functionality, keep up with future enhancements on the product roadmap, and assess capabilities in competing applications within the same domain.
Review incoming IT Work Requests to understand the need, translate the business needs into technical requirements, and provide feedback into the project’s Solution/Design phases.
Configure the applications based on the project’s design
Lead and participate in testing activities within the supported applications by preparing test plans and test cases, managing or executing the tests, capturing results and ensuring defects are triaged and resolved.
Support process mapping and SOP building for business processes undertaken using the application set.
Prepare training documentation/SOPs and train both users and other trainers on system use.
Mentor L1 staff or Super Users within the Business departments on activities they support in the systems.
Relationships & Communication
Use effective communication and…
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