Business Systems Support

Wajax; Montreal (administrative region); Hybrid; CAD 52,000 - 64,000; Full time

Benefits offered by this job

100% employer-paid medical and dental

e-learning and product training

Exclusive discounts with manufacturers

Job summary

Wajax is seeking a Business Systems frontline support specialist to assist end users with questions, issues, and process guidance. You will resolve requests quickly, update users, and contribute to training materials and knowledge bases.

Primarily remote with on-site options, the role includes creating end-user communications, supporting ERP applications like Infor M3, and helping measure performance through KPI reporting in the IS Help Desk environment.

Qualifications

• College diploma or university degree in IT required.
• 1-2 years of user support experience in Business System apps.
• Bilingual in English and French recommended.
• Strong analytical, troubleshooting, and communication skills.

Responsibilities

• Monitor incoming business system support requests and meet SLAs.
• Provide phone, online, and in-person end-user support.
• Prioritize and solve inquiries related to Business System applications (e.g., Infor M3 ERP).
• Prepare and distribute end-user updates and communications.
• Create and maintain knowledgebase documents and training materials.
• Provide after-hours on-call support on rotation.
• Assist with KPI/metrics collection via LMS.
• Assist with on-site work when required.
• Collaborate with IS team and escalate when needed.

Skills

Customer support

Troubleshooting

Keyboarding

Communication

Bilingual EN/FR

Education

College Diploma or University Degree in IT

Tools

IS Help Desk ticketing tool

Learning Management platforms

Job description

Business Systems front line support for all end users. Responsible for qualitative and timely completion of incoming requests for questions, issues and process support related to Business Systems inquiries. Provide updates and application knowledge to end-users in both an informal method (IS ticket) but also through formal training programs as appropriate.

The Role

• Monitors incoming business system support requests, closing the loop and meeting the established SLA’s using the IS Help Desk ticketing tool. Provides phone, online, and situational in-person support to end-users.
• Evaluates, prioritizes, and provides solutions for requests from users having questions or issues related to Business System applications, such as Infor M3 ERP.
• Work collaboratively with others within the IS team; escalates to Business Systems Analyst team as required when issues occur, or when clarification needed; Business Systems Analyst III for unique or specific situations
• Prepares and distributes end user updates and communications
• Works both independently and in a team setting to share tasks as appropriate; disperse workloads, provide end-user solutions with the best possible speed, quality, and accuracy.
• Creates and maintains knowledgebase documents within the IS Help Desk application for both IS and end-user reference.
• Creates and maintains training material (various media types) for both IS and end-user reference, including maintaining intranet / Learning Management platforms links.
• Provides after hours on call support as required on a rotational basis.
• Provides formal training as part of a training curriculum to both individual users, as well as user groups. Primarily performed remotely however on-site is possible.
• Assists with collecting KPI / metrics on Help Desk requests, as well as Business System training via Learning Management platforms
• Other duties as required

The Candidate

Education: College Diploma or University Degree (BA Information Technology, or related field)

Work Experience: 1-2 years user support, 1-2 years Business System applications used by Wajax

Knowledge: Bilingual in both English and French (spoken and written) recommended; strong working knowledge of ERP Systems; strong Working knowledge of Microsoft Office products; strong analytical, troubleshooting, communication, and keyboarding skills; familiarity with incident/request management (help desk) application processes.

The Company

Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast.We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas – to name a few.Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward.People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.

Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional perks.

Highlights include:

• 100% employer paid medical and dental benefits with no waiting period for eligibility.
• Wajax led e-learning, and product training through industry leading manufacturers.
• Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program and more.

By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.

As a condition of employment, final candidates will be subject to pre-screening.