IT Application Analyst

Why Work for Canada Cartage

Canada Cartage is one of Canada’s leading transportation and logistics providers with over 100 years of experience supporting businesses nationwide. Through our national network of terminals and distribution centres, we deliver dedicated fleet, freight, and supply chain solutions to many of Canada’s leading brands. We are proud to be recognized as a Top Fleet Employer by Trucking HR Canada, an Employer of Distinction, and one of Forbes Canada’s Best Employers.

Career Opportunity
Application Analyst – IT (WMS)

Position Summary 

Reporting to the Manager, Warehouse Systems, Information Technology, the individual in this position will reside at one of our main hubs within Calgary who will play a key role in supporting Canada Cartage’s applications and technology. The portfolio encompasses the Warehouse Management System, customer web portal, shipping platforms, picking technology, printing solutions and ancillary systems. The applications are a mix of 3rd party systems with some customizations and internally built applications.

The individual will administer the portfolio of warehouse applications and support day-to-day issues in a timely manner. This is a key role in ensuring the ongoing smooth operation of the business and becomes the natural go-to person for both resources within the technical team and the business community. They will act as a Subject Matter Expert for internal initiatives relating to these applications and participate in projects involving the warehouse.

Location: Calgary Schedule: Mon-Fri, 40 hours

• Weekend and afterhours support is required based on production issues and project timelines
• Flexibility to travel between multiple facilities within Canada for project rollouts

What you will do

Application Support
•    Utilize our Ticketing System to Log, prioritize, troubleshoot, route and monitor all support incidents or questions relating to the applications supported. Adhere to our SLA on issue/resolution turnaround. 
•    Assist other internal teams such as the Service Desk, Infrastructure Team or EDI Team with troubleshooting and technical support of related issues.
•    Perform root cause analysis to determine the cause of recurring issues and either fix or provide recommendations toward solutions.
•    Manage the upkeep of the application. Work with the Infrastructure, IT Security, DBAs and vendors to ensure that the applications and environments are updated routinely and functioning at an acceptable performance level.
•    Continually drive improvements within the support processes by identifying opportunities for automation or simplifying processes.

On-Site Support/Travel
•    Some travel required on a per project basis to CCS facilities within Canada 
•    Support the warehouse RF & handheld equipment: administration, upkeep, refresh and training.
•    Coordinate support of local printing, desktop and network systems. This will involve working in tandem with vendors or the IT Infrastructure & Security team.
•    Provide desk-side assistance and triage issues before they are raised with central/corporate IT.
•    Support the IT Infrastructure & Security team on issues or initiatives where they require physical presence at the warehouse

Coordination of IT deliverables for small to large sized projects
•    Define scope, deliverables, success criteria and work breakdown structure for projects with management and stakeholders.
•    Elicit and document requirements for system and process changes through interviews, discussions and review of systems or documentation.
•    Use analytical skills and knowledge of systems and processes to critically evaluate information gathered from multiple sources (as sampled above), reconcile conflicts, identify gaps, perform root cause analysis, suggest improvements and arrive at value driven solutions.
•    Proactively develop, direct and monitor the progress on a project by managing the plan, tasks and resources.
•    Manage changes to scope associated with the project in a timely and suitable manner. Group changes into releases and manage expectations of stakeholders. 

Subject Matter Expertise & Analysis
•    Be a subject matter expert for the warehouse applications. Progressively understand the current functionality, keep up with future enhancements on the product roadmap, and assess capabilities in competing applications within the same domain.
•    Review incoming IT Work Requests to understand the need, translate the business needs into technical requirements, and provide feedback into the project’s Solution/Design phases.
•    Configure the applications based on the project’s design
•    Lead and participate in testing activities within the supported applications by preparing test plans and test cases, managing or executing the tests, capturing results and ensuring defects are triaged and resolved.
•    Support process mapping and SOP building for business processes undertaken using the application set.
•    Prepare training documentation/SOPs and train both users and other trainers on system use.
•    Mentor L1 staff or Super Users within the Business departments on activities they support in the systems.

Relationships & Communication
•    Use effective communication and listening skills with internal customers, external customers, vendors, and team members within the IT department while troubleshooting system issues.
•    Be flexible and astute in tailoring communication to different audiences. Example: Technical/vendor vs everyday users and customers
•    Build and maintain strong relationships with key day-to-day users of the system such that you can reinforce proper use of the system and become a change agent during project rollouts.
•    Form relationships with the leadership of CCLS as appropriate to promote further understanding and appreciation of the systems in place.
•    Manage the relationship with the Application vendors. This will involve routine touchpoints to ensure open issues are addressed promptly and escalated for further attention as required

What You’ll Bring

Must have:
•    Sound Analytical skills developed over 5+ years working in the capacity of an Application Support Analyst, Business Analyst or related roles. 
•    Experience working within the Supply Chain along with a good understanding of the business lifecycle managed within the Applications supporting it.
•    Proficiency within Warehouse Management Systems integrated with picking and shipping technologies.
•    Excellent communication skills (written, verbal, listening and presentation).
•    Keen self-starter who is interested in learning new technologies and enjoys leading changes.
•    Ability to work with minimal supervision and with a cross-functional team to achieve organizations goals.
•    Ability to support multiple initiatives concurrently, balancing support and projects, and recognizing the importance of prioritization.
•    Understanding of the role of Application Programming Interface (API), Electronic Data Interchange (EDI) and integrations within Warehousing.
•    Technically competent with MS Office suite of products (Word, Excel, PowerPoint, Visio and Project).
•    Completion of a post-secondary degree in an analytical specialization (Engineering, Sciences or Business with IT concentration preferred) or equivalent practical experience.

Nice to have
•    Lean Six Sigma or Process Improvement Training
•    Logistics industry certifications
•    Experience using Wrike, ManageEngine or other work management tools
•    IT industry certifications
•    Competence using SQL to query databases
•    Experience with release management and scrums
•    Experience working with Business Intelligence tools such as Power BI

Why People Love Working at Canada Cartage

Canada Cartage offers a supportive, team-oriented workplace built on collaboration and respect, with opportunities for career growth and development. Employees benefit from recognition programs that celebrate performance and teamwork, company perks including discounts on hotels, entertainment, gym memberships, and more, as well as team events such as summer barbeques and driver appreciation week. As a well-established organization, Canada Cartage provides the stability of a company that continues to grow while remaining committed to supporting the communities where we operate.

Accessibility Commitment   

Canada Cartage is committed to meeting the accessibility needs of persons with disabilities in accordance with the Accessible Canada Act (ACA). Accommodation is available throughout the recruitment process and employment upon request.

Application Process

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Canada Cartage is an equal opportunity employer, and successful candidates may be required to complete pre-employment verifications in accordance with company policies.