[Hiring] Business Systems Support @Wajax

Role Description

Business Systems front line support for all end users. Responsible for qualitative and timely completion of incoming requests for questions, issues and process support related to Business Systems inquiries. Provide updates and application knowledge to end-users in both an informal method (IS ticket) but also through formal training programs as appropriate.

• Monitors incoming business system support requests, closing the loop and meeting the established SLA’s using the IS Help Desk ticketing tool.
• Provides phone, online, and situational in-person support to end-users.
• Evaluates, prioritizes, and provides solutions for requests from users having questions or issues related to Business System applications, such as Infor M3 ERP.
• Work collaboratively with others within the IS team; escalates to Business Systems Analyst team as required when issues occur, or when clarification needed; Business Systems Analyst III for unique or specific situations.
• Prepares and distributes end user updates and communications.
• Works both independently and in a team setting to share tasks as appropriate; disperse workloads, provide end-user solutions with the best possible speed, quality, and accuracy.
• Creates and maintains knowledgebase documents within the IS Help Desk application for both IS and end-user reference.
• Creates and maintains training material (various media types) for both IS and end-user reference, including maintaining intranet / Learning Management platforms links.
• Provides after hours on call support as required on a rotational basis.
• Provides formal training as part of a training curriculum to both individual users, as well as user groups. Primarily performed remotely however on-site is possible.
• Assists with collecting KPI / metrics on Help Desk requests, as well as Business System training via Learning Management platforms.
• Other duties as required.

Qualifications

• College Diploma or University Degree (BA Information Technology, or related field).
• 1-2 years user support.
• 1-2 years Business System applications used by Wajax.
• Bilingual in both English and French (spoken and written) recommended.
• Strong working knowledge of ERP Systems.
• Strong working knowledge of Microsoft Office products.
• Strong analytical, troubleshooting, communication, and keyboarding skills.
• Familiarity with incident/request management (help desk) application processes.

Benefits

• 100% employer paid medical and dental benefits with no waiting period for eligibility.
• Wajax led e-learning, and product training through industry leading manufacturers.
• Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program and more.