Job Description

Career Opportunity

Operations Support Analyst - IT

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

The Operations Support Analyst - IT, will administer the portfolio of transportation 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 terminals.

Location: Mississauga

Schedule: Mon-Fri, 40 hours

Key responsibilities

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 within Canada.

On-site support and training presence when required at Transport Terminals

Coordination of IT deliverables for small to medium 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 portfolio of systems supporting the operations. 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 systems.

Prepare training documentation/SOPs and train both users and other trainers on system use.

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 everyday 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.

Forming 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. This will involve routine touchpoints to ensure open issues are being addressed promptly and escalated for further attention as required

Skills and Experience

Must haves:

Sound Analytical skills developed over 5+ years working in the capacity of a Support Analyst, Business Analyst or related roles.

Experience working within the Transportation Industry along with a good understanding of the Operational lifecycle that is managed and enhanced by systems.

Proficient within Transportation Management Systems (TMS) integrated with various related 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.

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/Transport 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

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