Application Support Specialist

Tolko Industries•Vernon, BC

2d•Onsite

About The Position

Our Application Support Specialist thrives in dynamic environments, always seeking new challenges and growth opportunities. With a passionate focus on both people and operational excellence, they play a vital role in supporting Tolko’s Sales, Marketing, and Logistics teams. If you’re ready for the perfect blend of innovation and impact, read on to learn more! We’re looking for an Application Support Specialist to join our head office in Vernon, British Columbia. Here, you’ll be part of Tolko’s corporate service group, collaborating with Sales, Marketing & Logistics, Finance, Accounting & Credit, IT, Procurement, and Human Resources.

Requirements

3+ years’ experience in customer service and application or systems support in a support role or equivalent.
Demonstrated understanding of ITIL Procedures, including incident, problem, and change management.
Proven client/customer support experience in a medium to large business environment.
Broad-based business skills and acumen.
Strong understanding of business concepts and processes, combined with technical systems experience.
Experience with finance, work management, inventory, order to cash, and customer relationship processes.
Self-starter with a solution-focused, creative and collaborative approach.
Strong verbal and written communication skills.
Commitment to integrity and managing sensitive information with discretion.

Nice To Haves

Experience with Enterprise Resource Planning (ERP) technologies such as Microsoft Dynamics, Dynamics 365, or JDE is an asset.

Responsibilities

Manage tier 2 Incident and Service Requests for Tolko’s Sales, Marketing, and Logistics teams using Dynamics AX.
Manage tier 2 Incident and Service Requests for Tolko's Finance, Procurement and Maintenance teams using JD Edwards.
Coordinate support from internal resources, package vendors, and consultants.
Resolve technical and business operations issues using diagnostic tools and request tracking systems.
Provide remote, in-person, and hands-on desktop assistance.
Communicate issue resolution and status updates to stakeholders.
Identify solutions and contribute to process and procedure documentation.
Offer functional training and quality assurance testing.
Support reporting and maximize effective use of resources and system capabilities.
Bring your ideas, changes, and improvements to Application Support in order to implement and maintain effective support processes to ensure timely issue resolution and process improvement.
Develop and maintain documentation for incident tracking and solutions.
Assist in maximizing the strategic use of system capabilities and the application support function.