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Operations Support Analyst
2 months ago
We are seeking a highly skilled Operations Support Analyst - IT to join our team at Canada Cartage Group. As a key member of our IT department, you will be responsible for administering our portfolio of transportation applications and providing day-to-day support to ensure the smooth operation of our business.
Key Responsibilities- Application Administration: Utilize our ticketing system to log, prioritize, troubleshoot, route, and monitor all support incidents or questions relating to the applications supported, adhering to our SLA on issue/resolution turnaround.
- Technical Support: Assist other internal teams, such as the Service Desk, Infrastructure Team, or EDI Team, with troubleshooting and technical support of related issues.
- Root Cause Analysis: Perform root cause analysis to determine the cause of recurring issues and either fix or provide recommendations toward solutions.
- Application Management: Manage the upkeep of the application, working 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.
- Process Improvement: Continually drive improvements within the support processes by identifying opportunities for automation or simplifying processes.
- Travel Requirements: Some travel required on a per-project basis to CCS facilities within Canada.
- On-Site Support: Provide on-site support and training presence when required at Transport Terminals.
- Project Scope Definition: Define scope, deliverables, success criteria, and work breakdown structure for projects with management and stakeholders.
- Requirements Gathering: Elicit and document requirements for system and process changes through interviews, discussions, and review of systems or documentation.
- Analysis and Evaluation: Use analytical skills and knowledge of systems and processes to critically evaluate information gathered from multiple sources, reconcile conflicts, identify gaps, perform root cause analysis, suggest improvements, and arrive at value-driven solutions.
- Project Management: Proactively develop, direct, and monitor the progress on a project by managing the plan, tasks, and resources.
- Scope Management: Manage changes to scope associated with the project in a timely and suitable manner, grouping changes into releases and managing expectations of stakeholders.
- Subject Matter Expertise: Be a subject matter expert for the portfolio of systems supporting the Operations.
- Configuration and Testing: Configure the applications based on the project's design, lead and participate in testing activities within the supported applications, preparing test plans and test cases, managing or executing the tests, capturing results, and ensuring defects are triaged and resolved.
- Process Mapping and SOP Building: Support process mapping and SOP building for business processes undertaken using the systems.
- Training and Documentation: Prepare training documentation/SOPs and train both users and other trainers on system use.
- Mentorship: Mentor L1 staff or Super Users within the Business departments on activities they support in the systems.
- Effective Communication: Use effective communication and listening skills with internal customers, external customers, vendors, and team members within the IT department while troubleshooting system issues.
- Flexibility and Adaptability: Be flexible and astute in tailoring communication to different audiences.
- Relationship Building: Build and maintain strong relationships with key day-to-day users of the system.
- Leadership and Collaboration: Form relationships with the leadership of business units as appropriate to promote further understanding and appreciation of the systems in place.
- Vendor Management: Manage the relationship with the Application vendors.
- Analytical Skills: Sound analytical skills developed over 5+ years working in the capacity of a Support Analyst, Business Analyst, or related roles.
- Supply Chain Experience: Experience working within the Supply Chain along with a good understanding of the Operational lifecycle.
- Transportation Management Systems: Proficient within Transportation Management Systems integrated with various related technologies.
- Communication Skills: Excellent communication skills (written, verbal, listening, and presentation).
- Self-Starter: Keen self-starter who is interested to learn new technologies and enjoys leading change.
- Teamwork and Prioritization: Ability to work with minimal supervision and with a cross-functional team to achieve organizational goals, ability to support multiple initiatives concurrently, balancing support and projects, and recognizes the importance of prioritization.
- Technical Competence: Technically competent with MS Office suite of products.
- Education: Completion of a post-secondary degree in an analytical specialization or equivalent practical experience.
- Lean Six Sigma or Process Improvement Training: Lean Six Sigma or process improvement training.
- Logistics/Transport Industry Certifications: Logistics/Transport industry certifications.
- Work Management Tools: Experience using Wrike, ManageEngine, or other work management tools.
- IT Industry Certifications: IT industry certifications.
- SQL Querying: Competence using SQL to query databases.
- Release Management and Scrum: Experience working with release management and scrums.
- Business Intelligence Tools: Experience working with Business Intelligence tools such as PowerBI.
