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Systems Operations Associate

4 months ago

Etobicoke, Canada Woodbine Entertainment Full time

As an associate in the Operations Administration Planning and Analysis team, you, our Systems Operations Associate, will be the lead for all Operations systems, and will provide support to our leaders and employees. You will maintain a mindset of continuous improvement, in collaboration with other departments, to ensure all practices are efficient and standardized across all operations departments. You will work with the Operations Administration Planning and Analysis team to establish a collaborative working environment, ongoing cross training among team members and ensure well documented procedures. This will lead to increased internal customer satisfaction through clarity of processes, improved data and reporting, and better business decision making.


Key Accountabilities:


· Operations lead to all related operations systems upgrades and improvements. Ensure all risks and issues are addressed in a timely manner and mitigated in collaboration with the cross-departmental implementation team. (D365, Squirrel / Volante, Yellow Dog, Cash Recycler )

· Key liaison with the Information Technology team on an ongoing basis.

· Key contributor on new operations system implementations to ensure new system(s) integrates with the overall current systems structure and end user requirements are incorporated. (Free Pour, Open Table, ongoing Squirrel areas)

· Key liaison with the Information Technology team on an ongoing basis.

· Educate oneself on the use of all related operations systems to be able to maintain the data structure, user access, and training documentation in a consistent and ongoing basis to ensure information is always current.

· Create and manage documentation of all processes and procedures as they relate to operations systems.

· Provide training to employees on the use of the various operations systems and supply them with training documentation to reference on an ongoing basis.

· Provide end user support and suggestions on how to optimize day-to-day processes through more effective use of the system and/or system integrations.

· Track all issues and requests by operations system and use the data to improve documentation, system use or potential upgrades.

· Manage user’s experience with systems and their interactions, gather feedback from users using quarterly surveys; analyze the results to help improve and streamline systems.


EXPERIENCE REQUIRED:


· Worked in a company using an integrated POS and inventory management system, preferably Squirrel and Yellow Dog. Gained a detailed understanding of the day-to-day processes and how the systems interacted with each other.


· Participated in the implementation of a new POS and/or inventory management system to understand how the system works and the roles and responsibilities of the various individuals and departments involved with it.


· Assisted management and team members to troubleshoot issues with the systems and determine best solutions.


· Minimum of two (2) years experience in roles that provide support to multiple departments and collaborates cross-functionally with other team members.


· Experience working with an integrated POS and inventory management system (preferably Squirrel POS, Yellow Dog Inventory and D365 Purchasing & Finance)


· Advanced knowledge in MS Office (Excel, Word, Power Point)


· Ability to demonstrate strong analytical, communication, interpersonal, and organizational skills to interact with various levels of management within Operations and supporting departments such as Information Technology, and Finance


· Ability to multi-task and adhere to deadlines in a fast-paced environment with limited supervision.


· Ability to independently problem solve and know when to seek advice and input. Able to research and recommend alternative solutions for problem resolution.


· Ability to effectively lead meetings and discussions to determine appropriate outcomes and next steps.


SKILLS REQUIRED:


Decision Making:


· When making updates or changes to key systems (ex. Yellow Dog, Squirrel) need to ask appropriate questions to understand the business flows and requirements to be able to deliver an optimal solution to Operations.


· When implementing changes and updates, need to conduct the proper testing of the system (end to end) to ensure all transactions are flowing properly in partnership with Operations and IT.


· When issues arise with a system, need to understand what support is required, from whom, and work with the various teams (i.e. Operations, IT, vendor) to develop the correct solution.


· If there are gaps in training identified for employees, you would be able to provide on the job refreshers of the skills or processes in question.


- The individual, once they have obtained an in-depth understanding of the system, will be able to work independently to make decisions, in collaboration with Operations and IT and follow proper documentation and approval processes.


Innovation and Creativity:


· There is an ongoing learning requirement to ensure one is up to date with the latest releases and updates with the systems.


· The individual, in formulating a solution, needs to take into consideration accurate and required data collection, ease of use for end user and overall guest experience. All three areas need to be balanced against each other to optimize the best solution.


· Process and training documentation needs to be created so it is easy to follow and effective for the end user learning experience.


Responsibility:


- Incorrect solutions implemented could have an impact on guest experience as it may be very time-consuming and/or confusing for the front-line staff if they are not solved with Operations and tested prior to implementing them. The result would be a loss in sales and negative guest reviews.


- The position does not require the handling of funds or responsibility for budgets, but the systems will be data sources for the management team to develop budgets and forecasts. The accuracy of the data will be very important and having the right processes with the required check and balances will be key to accurate data.


Leadership:


· The role will be leading changes to the systems and will need to ensure the co-operation of the various teams (Operations, IT) to implement the changes in a timely manner.


· The role will encompass an informal leadership role as it will be seen by various Operational and Support departments as the go to position on front end data and process updates.


· The role will need to create key partnerships and alliances with the various Operational and Support

departments. They will need to establish positive working relationships with various levels of individuals and ensure a collaborative working environment. They will need to provide an open and inviting guest experience for all internal customers. Customers should not feel intimidated, are appreciated for their experience, and can learn and expand their own knowledge related to systems and how it relates to the business.


· The role requires interaction with various departments such as Operations, Finance, and Information Technology and the software vendors. They will be interacting with various levels of individuals from Administrators and Coordinators to Senior Managers and Directors. Communication will be in various forms including informal communication, email, formal presentations, or reports. They will need to maintain a balance of confidence and assurance along with mutual respect and empathy.



WORKING CONDITIONS:


· Normal office environment where there is some exposure to external weather conditions and some physical discomfort due to temperature, dust, and noise.

· Exposure to all areas of the facility with standing and walking required.

· May have to work flexible hours that includes some evenings and weekends due to operational, business and project demands. As well provide some evening and weekend on-call support related to our operations systems.

Some travel required between various WEG locations/sites.