Business Support Specialist

DSV encourages inclusivity and are committed to diversity in the workplace while welcoming applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities. Our goal is to provide an inclusive environment for all to succeed. We work with candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.

Please reach out to Human Resources should you require accommodation during the recruitment process.

Location:

CAN - Milton, Yukon Court

Job Posting

Title:

Business Support Specialist, Key User

Time Type:
Full Time

Compensation:
Salary starting at $55,000, plus eligible benefits, in accordance with experience and internal equity

*** This posting is for an existing vacancy and not intended to create a talent pipeline OR This posting is to build a candidate pool for future vacancies in this role**
* ESSENTIAL DUTIES AND RESPONSIBILITIES:

Site WMS and Application Support

Serve as the first point of contact for site-level WMS and supporting-application questions, incidents, and user support requirements.

Investigate operational and system issues, confirm the business impact, gather relevant information, and resolve or elevate issues through the appropriate support channel.

Support transaction recovery, user-access requests, master-data validation, and routine system checks while protecting data integrity and operational continuity.

Track recurring incidents, identify root-cause trends, and recommend practical corrective or preventive actions.

Coordinate with Application & Integration, Operations, and external support teams to ensure issues are addressed within established priorities and service expectations.

Testing, Change and Release Support

Translate operational requirements into clear test scenarios, test cases, and expected results for system fixes, changes, upgrades, and new functionality.

Coordinate and execute functional testing, system integration testing, user acceptance testing, and regression testing as assigned.

Document defects with sufficient evidence, including transaction details, screenshots, test results, and steps required to reproduce the issue.

Retest completed fixes and confirm that changes meet approved business requirements before deployment.

Support change communication, operational-readiness activities, post-deployment validation, and stabilization following releases or upgrades.

Operational Enablement and Training

Coach supervisors, team leads, and end users on standard WMS processes, new functionality, and effective system use.

Create and maintain user guides, quick-reference materials, troubleshooting instructions, and site-specific work aids.

Promote consistent use of approved system processes and identify knowledge gaps that may contribute to errors, rework, or reduced productivity.

Deliver floor-level support during operational changes, peak periods, cutovers, and go-live stabilization.

Gather user feedback and communicate improvement opportunities to Operations and Application & Integration leadership.

Project and Implementation Support

Support new client implementations, client onboarding, system upgrades, application integrations, and process-improvement initiatives at the site level.

Participate in requirements-gathering sessions, operational walkthroughs, process validation, testing preparation, cutover planning, and go-live support.

Complete assigned project actions and provide accurate progress updates to project teams and site leadership.

Identify and raise risks, dependencies, resource constraints, or operational concerns that may affect delivery.

Help ensure implemented solutions are practical for site operations, aligned with the approved design, and supported by appropriate documentation and training.

EDI and Integration Coordination

Monitor and support the operational flow of inbound and outbound electronic transactions between the WMS, client systems, automation platforms, and supporting applications.

Investigate failed transactions, missing messages, data-quality issues, and interface exceptions.

Gather relevant transaction details and coordinate resolution with Application & Integration or the appropriate technical support team.

Validate corrected transactions and confirm operational processing can continue without creating duplicate, incomplete, or inaccurate records.

Communicate integration issues and business impacts clearly to operational and technical stakeholders.

Documentation, Controls and Continuous Improvement

Maintain accurate support records, issue logs, test evidence, process documentation, configuration references, and knowledge articles.

Follow established change-control, access-control, information-security, and compliance requirements when supporting systems or operational data.

Review support trends, user feedback, and operational observations to identify opportunities to simplify processes, reduce errors, and improve system adoption.

Support the…