Application & System Support Specialist

Position Overview

The Application and System Support Specialist is responsible for ensuring the stability, performance, and efficiency of operational systems, with a focus on diagnosing issues, training users, and maintaining documentation. This role serves as a bridge between end-users and technical teams, providing hands-on support, managing system upgrades, and developing processes to enhance system functionality and user satisfaction.

Key Responsibilities

System Diagnostics and Performance Optimization

• Conduct diagnostic assessments using tools like SOTI to monitor and resolve issues in the Handheld Computer (HHC) environment.
• Provide recommendations to improve the stability and performance of HHC devices and related systems.
• Analyze hardware needs and recommend potential hardware refreshes, including cost analysis.

Super User Development and Support

• Assist in developing and administering a comprehensive Super User development plan.
• Deliver Super User development training, emphasizing:
• Tracking and resolving support issues.
• Enhancing Super User capabilities to address issues effectively on the first attempt.
• Create Standard Work Instruction (SWI) documents to guide Super Users on common system issues.

Training and Documentation

• Develop and implement a plan to revise and update the OCEAN working document library.
• Provide training for branch teams and other departments on OCEAN system functionalities.
• Create and maintain process flow maps, including links to OCEAN system requirements.
• Develop and maintain new documentation to support emerging functionalities within the system.

Support and Inventory Management

• Verify and update HHC and Sonim device inventory lists.
• Provide ongoing support for HHC and Sonim devices as new functionalities are added to the ELD and content libraries.
• Offer after-hours support to address critical system issues.

Issue Management and Testing

• Provide actionable recommendations to address OCEAN and Dolphin system issues impacting business operations.
• Manage ServiceNow tickets, including:
• Password resets.
• Unlocking user accounts.
• Creating and modifying user accounts and access levels.
• Perform testing for OCEAN/Dolphin system updates, new releases, and hotfixes.
• Conduct root cause analyses for OCEAN errors and failures.
• Support OCEAN upgrade windows during branch downtime (typically weekends).

Ad-Hoc Requests and Reporting

• Respond to and fulfill ad-hoc report requests as needed by the business.

Position Qualifications

• 5+ experience with systems like OCEAN (in-house Track and Trace platform) and Dolphin (Mobile application for Track and Trace) or similar enterprise applications.
• 5+ years delivering programs across multiple provinces in Canada.
• Proven experience (typically 5+ years) in business systems analysis, process improvement, and project management.
• Familiarity with tools like SOTI for device diagnostics and management.
• Prior experience in a role involving Super User training and support.
• Strong Knowledge of ServiceNow or similar ticketing systems.
• Clear and concise communicator – strong oral and written skills to deliver compelling messages
• Strong computer skills. Advanced MS Office (Word, Excel, PowerPoint, Access), Emphasis on Power BI
• Ability to travel to the Canadian Head Office (CHO) in Etobicoke, ON and the Hamilton Branch as required
• High attention to detail, organized and able to access and share information easily
• Excellent analytical, problem-solving, and decision-making skills.
• Proven strong time management, planning and priority management skills