Business Application Analyst

Canada Cartage.

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

Reporting to the Manager, Warehouse Systems, Information Technology, the individual in this position will reside at one of our main hubs within Calgary who will play a key role in supporting Canada Cartage’s applications and technology. The portfolio encompasses the Warehouse Management System, customer web portal, shipping platforms, picking technology, printing solutions and ancillary systems. The applications are a mix of 3rd party systems with some customizations and internally built applications.

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.

• 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

• 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.

Subject Matter Expertise & Analysis

• 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 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, listening and presentation).
• Keen self-starter who is interested to learn new technologies and enjoys leading change.
• Ability to work with minimal supervision and with a cross-functional team to achieve organizations goals.
• Ability to support multiple initiatives concurrently, balancing support and projects, and recognizes the importance of prioritization.
• Understanding of the role of Application Programming Interface (API), Electronic Data Interchange (EDI) and integrations within Warehousing.
• Technically competent with MS Office suite of products (Word, Excel, PowerPoint, Visio and Project).
• Completion of a post-secondary degree in an analytical specialization (Engineering, Sciences or Business with IT concentration preferred) or equivalent practical experience.

Nice to haves:

• Lean Six Sigma or process improvement training
• Logistics industry certifications
• Experience using Wrike, ManageEngine or other work management tools
• IT industry certifications
• Competence using SQL to query databases
• Experience with release management and scrums
• Experience working with Business Intelligence tools such as PowerBI

Why people love working for Canada Cartage

• Cohesive team and a positive, hard-working atmosphere.
• Meaningful opportunities for career growth.
• Company wide recognition initiatives designed to recognize employees when they demonte outstanding customer service, teamwork and our core values.
• Perks - discounted hotels, car rentals, entertainment, gym memberships, phone plans, electronics, to name a few
• Fun events throughout the year, like summer barbeques and driver-appreciation week that regularly bring us together.
• We give back to the communities in which we operate by volunteering and donating to local charities.
• We are a strong company that weathers the storm through pandemics and recessionary periods, so that we can benefit from good economic environments.

We are a top employer

• Canada Cartage has been recognized on the Forbes list of Canada’s Best Employers for six straight years in a row.
• Trucking HR has announced that Canada Cartage has again been selected for the 8th year in a row, as one of Canada’s Top Fleet Employers. In addition, we have been recognized as an Employer of Distinction for the 4th year in a row. This serves to reinforce Canada Cartage’s reputation as an employer of high quality
• We’ve been acknowledged by Forbes 2023, as one of Canada’s Best Employers for Diversity

Come work with an industry leader

Canada Cartage is committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA). We are determined in meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the ACA and its applicable regulations. If you require accommodation under the ACA at any point in your application or employment duration, please let us know.

We would like to thank all those expressing an interest in this position; however only the candidates selected for an interview will be contacted.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.