Application Support Specialist, Canada Media Applications (Temp)

Horizon Media • New York, NY

20h • Remote

About The Position

The Application Support Specialist, Canada Media Applications is a temporary role providing hands-on Level 1 and Level 2 support as Horizon Canada transitions to and stabilizes within a Horizon-managed Mediaocean environment. Reporting to the VP, Business Operations, the role supports the Canadian business from implementation and cutover through production stabilization and ongoing operations. It partners with Canada Media Operations, Finance, Business Operations, Shared Services, Financial Systems, Technology, Security, and external providers. The role requires application-support discipline and practical knowledge of media planning, buying, billing, reconciliation, master data, access, reporting, and integrations.

The specialist serves as the primary application-support resource and day-to-day liaison for supported applications, including Mediaocean Prisma, Spectra Digital, Spectra Linear, and OX. The position manages incidents, service requests, problems, and escalations; troubleshoots application and workflow issues; coordinates with vendors and internal teams; and supports implementation readiness, master-data preparation, testing, integrations, cutover, go-live, and hypercare.

The role also handles user administration and access governance, maintains configuration and audit documentation, creates and maintains support knowledge resources and service reporting, participates in releases and maintenance, and recommends improvements to service quality, data integrity, operational efficiency, user experience, and production stability. This is a temporary remote position based in New York, collaborating closely with Toronto and teams across North America. Periodic travel or extended hours may be required during testing, cutover, go-live, releases, maintenance, month-end support, and critical issue resolution.

Requirements

• At least 5 years of relevant application-support experience, preferably within an advertising agency, media organization, or comparable enterprise environment.
• Direct hands-on experience supporting Mediaocean Prisma and Mediaocean Spectra Digital and Linear.
• Experience providing Level 1 and Level 2 production support and managing incidents, service requests, problems, and escalations through ServiceNow or a comparable enterprise platform.
• Experience supporting media planning, buying, billing, reconciliation, master data, reporting, application access, and operational workflows.
• Experience supporting implementations, data conversions, integrations, UAT, regression testing, cutover, releases, migrations, or post-go-live stabilization.
• Working knowledge of role-based access, user provisioning, access reviews, application controls, and audit-support practices.
• Strong troubleshooting, analytical, documentation, stakeholder-management, and customer-service skills.
• Ability to work independently in a remote environment while collaborating with teams across New York, Toronto, and other North American locations.

Nice To Haves

• Experience supporting Canadian media operations and business processes.
• Experience with Canadian-dollar or multi-currency media and financial workflows.
• Familiarity with GST, HST, PST, and QST processing requirements and related master-data or reporting considerations.
• Exposure to Mediaocean-to-ERP integrations, enterprise integration platforms, NetSuite interfaces, or invoice-processing platforms such as Edenred / IPS.
• Working knowledge of ITIL-based incident, problem, change, release, and knowledge-management practices.

Responsibilities

• Serve as the primary application-support resource and day-to-day liaison for Horizon Canada across Mediaocean Prisma, Spectra Digital, Spectra Linear, OX, and other supported media applications.
• Manage Level 1 and Level 2 incidents, service requests, problems, and escalations in ServiceNow from intake through closure, including prioritization, documentation, ownership, user updates, and SLA adherence.
• Troubleshoot campaign setup, workflow, configuration, billing, reconciliation, master data, reporting, integration, authentication, and user-access issues; document findings and coordinate escalation as needed.
• Coordinate resolution with Mediaocean, internal application owners, Technology teams, Edenred / IPS, and other vendors or partners.
• Identify recurring incidents and root causes, document support risks, and coordinate preventive or corrective action.
• Participate in implementation and transition working sessions and translate Canadian operational needs into executable setup, configuration, data, access, testing, and support activities.
• Support review, validation, cleanup, preparation, and controlled loading of users, clients, products, suppliers, vendors, remit and pay-to relationships, stations, publications, security roles, and other required master data.
• Develop and execute test scenarios and support integration testing, UAT, regression testing, defect triage, retesting, and business validation across planning, buying, billing, reconciliation, reporting, and downstream interfaces.
• Monitor and help troubleshoot application and data-flow issues across Mediaocean, integrations, NetSuite interfaces, Edenred / IPS workflows, and related reporting or financial processes; route functional and technical issues to the correct owner.
• Support cutover planning, production readiness, go-live, hypercare, issue triage, production validation, and stabilization.
• Provision, modify, and deprovision approved users, roles, permissions, user groups, security profiles, and licenses across supported applications.
• Support periodic access reviews, licensing audits, segregation-of-duties reviews, evidence collection, and remediation of access inconsistencies.
• Maintain approved application settings and configuration documentation and coordinate controlled changes with application owners and vendors.
• Follow established change and production-support controls and maintain complete audit trails for support, configuration, and access activities.
• Maintain SOPs, support procedures, knowledge articles, troubleshooting guidance, user instructions, known-error documentation, and escalation paths.
• Maintain reporting on ticket volume, aging, SLA performance, escalations, recurring issues, and application health.
• Participate in releases, upgrades, patches, configuration changes, maintenance activities, and post-release production validation.
• Recommend improvements to service quality, data integrity, operational efficiency, user experience, and production stability.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed