Application Analyst

6 months ago

Mississauga, Canada CANADA CARTAGE Full time

**Why you’ll love Canada Cartage**

An iconic Canadian company with over 100 years of helping companies grow and succeed in Canada, we provide national dedicated fleet solutions, general freight services, managed transportation, fulfillment & distribution, and home delivery. With a national network of terminals, cross-docks, and distribution centers, we are one of Canada’s largest and most trusted supply chain service providers. Driven to exceed customer expectations, and supported by technology and innovation, we bring simplicity to complex logistics challenges.

We work with intelligent and focused leaders who are driven to create an outstanding customer experience in partnership with Canadian leading brands. Canada Cartage is deep rooted in family values with an entrepreneurial culture where ideas are welcomed, growth is fostered and high performance is championed. A recognized thought leader and founded in 1914, Canada Cartage dominates the industry by delivering innovative fleet solutions.

**Position Summary**

**Location: Mississauga & Calgary**

**Schedule: Mon-Fri, 40 hours**
- Weekend and afterhours 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**
- 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.
- 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.

**Subject Matter Expertise & Analysis**
- 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.
- 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 listening skills with internal customers, external customers, vendors, and team members within the IT department while troubleshooting system issues.
- Be flexible and astute in tailoring communication to different audiences. Example: Technical/vendor vs every day users and customers
- Build and maintain strong relationships with key day-to-day users of the system such that you can reinforce proper use of the system and become a change agent during project rollouts.
- Form relationships with the leadership of CCLS as appropriate to promote further understanding and appreciation of the systems in place.
- Manage the relationship with the Application vendors. This will involve routine touchpoints to ensure open issues are being addressed promptly and escalated for further attention as required

**What You’ll Bring**

**Must haves**:

- Sound Analytical skills developed over 5+ years working in the capacity of an Application Support Analyst, Business Analyst or related roles.
- Experience working within the Supply Chain along with a good understanding of the business lifecycle managed within the Applications supporting it.
- Proficient within Warehouse Management Systems integrated with picking and shipping technologies.
- Excellent communication skills (written, verbal, listen

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