Application Support Specialist

Tolko Industries; Vernon; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Relocation support

Bonus program

Excellent benefits

Retirement plans

Tuition assistance

Professional development

Job summary

Tolko Industries in Vernon, BC is seeking an Applications Support Specialist to join our corporate services team. You will support Sales, Marketing & Logistics, Finance, Procurement and other departments, delivering incident and service request handling, remote and on-site assistance, and problem resolution with Dynamics AX and JD Edwards.

The ideal candidate has 3+ years in customer service and application/support, ITIL familiarity, strong communication, and a proven ability to translate

Qualifications

• 3+ years’ experience in customer service and application or systems support in a similar role.
• 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, with technical systems experience.
• Experience with finance, work management, inventory, order to cash, and customer relationship processes.
• Experience with ERP technologies such as Microsoft Dynamics 365, or JD Edwards is an asset.
• 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.

Responsibilities

• Manage Incident and Service Requests for Tolko’s Sales, Marketing, and Logistics teams using Dynamics AX.
• Manage 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 to implement and maintain effective support processes.
• Develop and maintain documentation for incident tracking and solutions.
• Assist in maximizing the strategic use of system capabilities and the application support function.

Skills

Customer service experience

Application/support

ITIL procedures

Client/customer support

ERP familiarity

Dynamics AX/JD Edwards

Tools

Microsoft Dynamics 365

JD Edwards

Dynamics AX

Job description

Application Support Specialist Vernon, British Columbia

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.

Our ideal candidate has the following qualifications:

• 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.
• Experience with Enterprise Resource Planning (ERP) technologies such as Microsoft Dynamics 365, or JD Edwards is an asset.
• Self-starter with a solution-focused, creative and collaborative approach.
• Strong verbal and writtencommunication skills.
• Commitment to integrity and managing sensitive information with discretion.

We value diversity at Tolko and understand that experience and knowledge come in many forms. Even if you don’t have all the qualifications above, we encourage you to apply. We would love to hear your story and have you grow with us.

In this role, you will:

• Manage Incident and Service Requests for Tolko’s Sales, Marketing, and Logistics teams using Dynamics AX.
• Manage Incident and Service Requests for Tolko's Finance, Procurement and Maintenance teams using JD Edwards.
• Coordinate support from internal resources, package vendors, and consultants.
• Resolvetechnical and business operations issues using diagnostic tools and request tracking systems.
• Provide remote, in-person, and hands-ondesktop assistance.
• Communicateissue resolution and status updates to stakeholders.
• Identify solutions and contribute toprocess and procedure documentation.
• Offerfunctional 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.

So, what’s in it for you?

• You’ll take on an exciting new challenge with supportive team members.
• You’ll earn a competitive salary based on your skills and experience. The expected base salary range for this position is $60,000 to $80,000 per year.
• You will be eligible to participate in Tolko’s bonus program.
• You may also be eligible for relocation support including community connections so you can live (and play) where you work.
• You’ll be eligible for excellent benefits and access to our retirement plans, so you don’t have to choose between your bottom line and your wellbeing or your future.
• You’ll be supported in continued development through on-the-job and classroom training and reimbursement of tuition and membership fees.
• You’ll be part of a positive, innovative, and inclusive work environment.

If you want to work in a sustainable, future focused industry, there is no better place than Tolko. Our family has been producing innovative forest products for over 65 years. Our focus remains on sustainably managing our forests and our business for upcoming generations.

About the North Okanagan Valley

The North Okanagan Valley includes the communities of Vernon, Armstrong, Lavington, Lumby and Lake Country, British Columbia. Surrounded by lakes, these communities provide family-friendly living with lots of amenities, and beautiful weather. Visit one of our local wineries or fine dining restaurants, go boating, hiking, biking, skiing, catch a round of golf, or visit a local market to pick up fresh fruit and produce… whatever your pleasure, you’ll find it here. Watch this video to learn about the region and find out why life is better here.