$99.99 - $110 Day
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Retirement plan
Others
Publication ID: GP88373034_E1
The IS Specialist - Application Support role will provide application support for empower, a global customer portal application. This role will provide exceptional support to users (internal and customers) to help them resolve application questions and issues, ensuring they can effectively use the application.
Your responsibilities
Ensure timely responses to user support requests; manage interactions with application development program team
members; adherence to core support SLAs and procedures
Develop and maintain in-depth knowledge of the empower application, and working knowledge of integrations with key
connected systems such as ERP, CRM and Pricing applications
Build network of IT and Business contacts to facilitate timely case resolutions
Utilize all available tools and support processes to effectively troubleshoot, diagnose, respond to, and escalate support
requests
Collaborate with the empower Support Team and partner with IT peers, functional business teams and customers
Stay current on new features being introduced within the application
Contribute to the Service Desk Knowledge Base repository
Identify areas of improvement in the empower application and support processes
Your background
Bachelor’s Degree in Computer Engineering or related field from an accredited university, or equivalent working
experience in IT or ecommerce application support
Minimum 3 years of application support or IT experience. Experience in supporting web-based applications, Case
Management Software (Salesforce.com, ServiceNow or others), SAP ERP, QlikView reports or with product
configurators, MS Office, MS Teams, MS SharePoint and CPQ applications is desirable but not mandatory
Proven analytical, problem resolution and critical thinking skills with the ability to assess complex issues with limited
information
Strong customer service orientation with a passion for helping others
Experience working in multilevel (L1/L2) or complex operations support with responsibilities for driving issues to closure
Fluent in French, preferably Canadian French, both written and verbal
Excellent English language skills
Excellent verbal and written communication skills with the ability to clearly articulate complex information to IT/Application peers, business teams and customers
Ability to effectively manage multiple tasks simultaneously with an exceptional focus on quality
Committed, dependable and flexible team player
Self-directed, motivated and able to work independently
Strong sense of ownership, urgency and drive
Ability to quickly learn and apply new information
Ability to meet objectives by engaging across multiple global, remote teams
Must be able to support North American business hours
Computer
technology
Others
3 years
Technology
On going position
General Location, within a limited area