Transportation Application Support Specialist

2 months ago

Mississauga, Ontario, Canada Canada Cartage Group Full time
Job Description

**Job Summary**

We are seeking a highly skilled Transportation Application Support Specialist to join our team at Canada Cartage Group. As a key member of our IT department, you will be responsible for providing technical support and maintenance for our transportation applications, ensuring seamless operations and optimal performance.

Key Responsibilities

  • Application Support
    • Utilize our Ticketing System to log, prioritize, troubleshoot, route and monitor all support incidents or questions relating to the applications supported.
    • 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.
    • On-site support and training presence when required at Transport Terminals.
  • 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, 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 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 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.
    • 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 business units as appropriate to promote further understanding and appreciation of the systems in place.
    • Manage the relationship with the Application vendors.

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