Distribution Center Support Analyst - Temporary

BFG Enterprise Services; City of Moncton; On-site; CAD 42,000 - 62,000; Full time

Job summary

BFG Enterprise Services Distribution Centre is seeking a DC Support Analyst to provide technical support for hardware, Microsoft applications, telephone systems, and Warehouse Management Systems within the Distribution Centre.

This three-month temporary contract with the possibility of extension requires flexibility to work extended hours in a grocery distribution centre, covering 24/7 shifts and travel to customer sites as needed.

Qualifications

• 2–3 years in a service-based industry required.
• Strong customer service attitude and interpersonal skills.
• Excellent written and verbal communication.
• Comfortable in a grocery distribution centre environment.
• Willing to work overtime and 24/7 shifts.
• Willing to travel to customer sites on short notice.

Responsibilities

• Provide support and troubleshoot WMS incidents within SLA.
• Act as subject matter expert for WMS operations.
• Support printer technologies and RF equipment.
• Provide telephone (VoIP) support.
• Coordinate change windows and vendor installs.
• Document incidents in ServiceNow.
• Communicate with staff and management on issues.
• Assist in SOP creation and training.

Skills

Customer service

Communication skills

Flexible shifts

Travel availability

Team orientation

Education

College IT degree

A+ certificate asset

Tools

WMS systems

RF devices

Printer technologies

ServiceNow

VoIP / Telephony

Job description

Role:

The Distribution Centre (DC) Support Analyst is responsible for providing technical support for hardware, Microsoft applications, telephone systems, and Warehouse Management Systems (WMS) within the Distribution Centre.

This is a three-month temporary contract with the possibility of extension.

Key Support Areas:

• Supply chain applications support (WMS/LM/SAP)
• Hardware support (Talkmans, handhelds, truck mounts, wireless access devices, IP camera components, label printers, computer room equipment)
• Desk side support for Microsoft office, applications, and mobility devices
• Telephone (VoIP) Support
• Escalation of issues to other departments when necessary to ensure timely service and support
• Vendor management and coordination as required
• Knowledge base updates for team members and National Support Centre to reference
• Communications to Loblaw staff and management on an ongoing regular basis.

Responsibilities:

• Provide support and troubleshoot local WMS system, ensuring that incidents are corrected within the allotted SLA timeframe.
• Be the subject matter expert services for questions about the normal operation of the WMS system
• Provide support for all printer technologies within the distribution centre.
• Provide Telephone support and assist with VoIP issues
• Provide first level IP camera troubleshooting and application support
• Coordinate change windows with distribution centre management to implement changes or upgrades to internal facility systems.
• Maintain the Isotrac equipment and managing the returns and repairs process.
• Maintain the RF equipment and managing the returns and repairs process.
• Ensure of account entitlements / account management.
• Assist in the process of user acceptance testing (UAT) as required.
• Manage desktop repairs, replacements, and upgrades
• Coordinate incidents between support teams on widespread issues impacting the WMS system
• Document all incidents and Service Requests in ServiceNow.
• Coordinate approved vendor installation and repairs
• Perform proactive communications with distribution centre staff and management on all issues, changes and improvements to technology and applications.
• Participate in the creation of SOP’s and process to improve distribution centre performance
• Training of distribution centre staff when new technology or software is introduced
• Provide after hours on call support when scheduled to do so
• Provide Computer room maintenance. Escort vendors for UPS/AC/electrical maintenance tasks
• Responsible for keeping the IT room save and clean

Requirements:

• 2 - 3 years related experience within a service-based industry
• Must possess strong customer service attitude and interpersonal skills
• Must possess excellent written and verbal communication skills
• Must be able comfortable in a grocery distribution centre environment
• Must be available and willing to work overtime
• Must be flexible to adjust work schedules and shifts 24/7, and may consist of rotating stand-by, on call and call-backs to provide assistance after hours, as required.
• Must be willing and able to travel to customer sites on short notice over extended periods of time

Technical Skills:

• Must possess strong warehouse management system experience
• Must be familiar with RF devices and printers used in a distribution environment
• Must possess great PC troubleshooting knowledge, for both hardware and software

Education:

• College Degree in the field of Information Technology preferred, but will consider applicants with equivalent work-related experience
• Possession of an A+ certificate would be considered an asset