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About the Role
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 through informal and formal training programs.
Responsibilities
- 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.
- Works 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.
- Assists with collecting KPI / metrics on Help Desk requests, as well as Business System training via Learning Management platforms.
- Other duties as required.
Requirements
- 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.
- Final candidates will be subject to pre-screening.
Skills
- Infor M3 ERP
- Microsoft Office products
- Analytical skills
- Troubleshooting skills
- Communication skills
- Keyboarding skills
- Incident/request management (help desk) application processes
Location
- Remote
- On-site
Work Type
- Full-time
- On call
Experience Level
- 1-2 years user support
- 1-2 years Business System applications
Education Level
- College Diploma
- University Degree (BA Information Technology, or related field)
Benefits
- Competitive pay
- Comprehensive benefits
- Learning and development
- 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.
About the Company
- Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast.
- Works in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas.
- Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward.
- People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.
Equal Opportunity
- Wajax is committed to employing a workforce that is representative of the diverse communities across Canada in which we do business.
- As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.