Business Support Specialist

DSV•Milton, YT

2d•Onsite

About The Position

The Business Support Specialist, Key User provides hands-on site support for the Warehouse Management System and related applications. The role connects operational requirements with system capabilities by resolving day-to-day issues, supporting controlled system changes, coordinating testing, and helping users adopt standardized processes. Working closely with Operations, Application & Integration, project teams, vendors, and external partners, the Key User helps maintain system stability, supports operational continuity, and contributes to continuous improvement, client onboarding, and implementation activities.

Requirements

Post-secondary education in Information Technology, Supply Chain Management, Logistics, Business, or a related discipline.
An equivalent combination of relevant education, warehouse experience, and systems-support experience will be considered.
Three (3) or more years of experience in warehouse operations, WMS or application support, key-user support, or a similar distribution environment.
Hands-on experience supporting a Warehouse Management System such as Blue Yonder, Red Prairie, Manhattan, or a comparable platform.
Experience investigating system issues, supporting operational transactions, and coordinating issue resolution with technical teams.
Experience supporting functional testing, system integration testing, user acceptance testing, regression testing, and defect management.
Experience developing process documentation, work instructions, user guides, or training materials.
Working knowledge of warehouse-management processes, including receiving, inventory control, replenishment, picking, packing, and shipping.
Ability to navigate and support WMS functionality in a live warehouse environment.
Proficiency with Microsoft Office applications, particularly Excel, Word, PowerPoint, Outlook, and Teams.
English (reading, writing, verbal).
Interpersonal communication and language skills (e.g., listening to others, speaking to others, reading, writing).
Communication (facilitation skills and very mature communication skills to be able to communicate to all levels in the organization).

Nice To Haves

Relevant WMS, IT service management, testing, change-management, or project-related certifications are considered an asset.
Exposure to client implementations, application upgrades, integrations, cutovers, or go-live support is preferred.
Working knowledge of EDI, interfaces, APIs, or system integrations is considered an asset.
Basic SQL or database-query experience is preferred.
Familiarity with ticket-management, defect-management, testing, and documentation tools is beneficial.

Responsibilities

Serve as the first point of contact for site-level WMS and supporting-application questions, incidents, and user support requirements.
Investigate operational and system issues, confirm the business impact, gather relevant information, and resolve or escalate issues through the appropriate support channel.
Support transaction recovery, user-access requests, master-data validation, and routine system checks while protecting data integrity and operational continuity.
Track recurring incidents, identify root-cause trends, and recommend practical corrective or preventive actions.
Coordinate with Application & Integration, Operations, and external support teams to ensure issues are addressed within established priorities and service expectations.
Translate operational requirements into clear test scenarios, test cases, and expected results for system fixes, changes, upgrades, and new functionality.
Coordinate and execute functional testing, system integration testing, user acceptance testing, and regression testing as assigned.
Document defects with sufficient evidence, including transaction details, screenshots, test results, and steps required to reproduce the issue.
Retest completed fixes and confirm that changes meet approved business requirements before deployment.
Support change communication, operational-readiness activities, post-deployment validation, and stabilization following releases or upgrades.
Coach supervisors, team leads, and end users on standard WMS processes, new functionality, and effective system use.
Create and maintain user guides, quick-reference materials, troubleshooting instructions, and site-specific work aids.
Promote consistent use of approved system processes and identify knowledge gaps that may contribute to errors, rework, or reduced productivity.
Deliver floor-level support during operational changes, peak periods, cutovers, and go-live stabilization.
Gather user feedback and communicate improvement opportunities to Operations and Application & Integration leadership.
Support new client implementations, client onboarding, system upgrades, application integrations, and process-improvement initiatives at the site level.
Participate in requirements-gathering sessions, operational walkthroughs, process validation, testing preparation, cutover planning, and go-live support.
Complete assigned project actions and provide accurate progress updates to project teams and site leadership.
Identify and raise risks, dependencies, resource constraints, or operational concerns that may affect delivery.
Help ensure implemented solutions are practical for site operations, aligned with the approved design, and supported by appropriate documentation and training.
Monitor and support the operational flow of inbound and outbound electronic transactions between the WMS, client systems, automation platforms, and supporting applications.
Investigate failed transactions, missing messages, data-quality issues, and interface exceptions.
Gather relevant transaction details and coordinate resolution with Application & Integration or the appropriate technical support team.
Validate corrected transactions and confirm operational processing can continue without creating duplicate, incomplete, or inaccurate records.
Communicate integration issues and business impacts clearly to operational and technical stakeholders.
Maintain accurate support records, issue logs, test evidence, process documentation, configuration references, and knowledge articles.
Follow established change-control, access-control, information-security, and compliance requirements when supporting systems or operational data.
Review support trends, user feedback, and operational observations to identify opportunities to simplify processes, reduce errors, and improve system adoption.
Support the development and standardization of site-level WMS processes and support practices.
Build effective working relationships across Operations, Application & Integration, project teams, vendors, clients, and other stakeholders.