IT - Application Analyst

Position summary

Application support

• Log, prioritize, troubleshoot, route, and monitor application incidents and questions in the ticketing system and follow service-level expectations.
• Support related issues with service desk, infrastructure, and EDI teams; investigate recurring problems and resolve them or recommend solutions.
• Coordinate application upkeep and updates with infrastructure, security, database, and vendor teams.
• Identify opportunities to automate or simplify support processes.

On-site support and travel

• Travel to company facilities in Canada may be required on a project basis.
• Administer, maintain, refresh, and train users on warehouse RF and handheld equipment.
• Coordinate local printing, desktop, and network support with vendors or internal infrastructure and security teams.
• Provide desk-side assistance, triage, and physical-presence support for warehouse IT initiatives.

Project and application expertise

• Define project scope, deliverables, success criteria, work breakdown structures, plans, tasks, and resources with stakeholders.
• Gather and document business and technical requirements; evaluate information, reconcile conflicts, identify gaps, and recommend improvements.
• Manage project progress and scope changes, group changes into releases, and manage stakeholder expectations.
• Configure applications, lead or participate in testing, document processes and SOPs, train users and trainers, and mentor L1 staff or business super users.

Stakeholder and vendor relations

• Communicate with internal and external customers, vendors, and IT colleagues, adapting communication to technical and everyday audiences.
• Build relationships with system users and business leadership to support proper system use and project rollouts.
• Maintain vendor relationships and follow up or escalate open application issues.

Required qualifications

• At least 5 years of analytical experience as an Application Support Analyst, Business Analyst, or in a related role.
• Supply-chain experience and understanding of the business lifecycle supported by applications.
• Proficiency with WMS integrated with picking and shipping technologies.
• Understanding of APIs, EDI, and warehousing integrations; technical competence with Microsoft Word, Excel, PowerPoint, Visio, and Project.
• Strong analytical, communication, prioritization, and cross-functional collaboration skills; able to work with minimal supervision and handle concurrent initiatives.
• Post-secondary degree in an analytical specialization or equivalent practical experience. An engineering, science, or business degree with IT concentration is preferred.

Preferred qualifications

• Lean Six Sigma or process improvement training, logistics industry certifications, or IT industry certifications are preferred.
• Experience with Wrike, ManageEngine, or similar work management tools; SQL; release management and scrums; or BI tools such as Power BI is preferred.

Work schedule

• Monday to Friday, 40 hours per week.
• Weekend and after-hours support may be needed based on production issues and project timelines.