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Junior ERP Support Specialist
Black & McDonald Limited - Markham, ON
Posted:10/19/2017
Job Description

People:  Our Strength, Our Future

A career at Black & McDonald will grant you the opportunity to contribute to our culture of continuous improvement, help reinforce our values and shape our contribution to community, and drive our continued success. Our vision is to be the best company to work for; the best company for safety, quality and value; the best company for customer service; and the best company for technical expertise.

Position Summary

The Junior ERP Application Support Specialist role is responsible for providing functional and technical assistance and support for ERP software including: JD Edwards (JDE), OBIEE (BI), Salesforce and other related third party software. The Junior ERP Application Support Specialist will be the first point of contact for incoming ERP application support requests and be responsible for the handling of Tier 1 tickets as well as triaging tickets to the appropriate group. This position requires proven communication, problem-solving, and customer service skills.

Duties & Responsibilities                                                                                                                                                                                  

  • Responsible for ERP support tickets across variety of business applications and lines of business
  • Perform functional and technical analysis on the incoming Tier 1 support tickets and handle communication with the users
  • Assessing reported issues and working to drive them to closure
  • Working closely with all departments and vendors required to resolve issues
  • Provide regular and timely incident updates
  • Create working procedures, build-up knowledge databases and functional documentation
  • Perform setup, support and maintain ERP centralized task such as: setup required for address book, inventory, driver assignment, employee/vendor set up, equipment master, etc.
  • Perform regular system monitoring and data clean-up activities
  • Generate and distribute weekly reports on ticket statistics
  • Provide regular training on common support tickets
  • Follow strict policy for approvals of any changes related to security, break-fix, enhancements, promotions, database, scheduler and production changes
  • Actively participate in continuous improvement of support and business processes
  • To ensure the security and confidentiality of all information managed by the Corporate Services Group in support of the company's operations
  • Assist and promote a respectful environment for all members of the Corporate Services Group
  • Supporting ERP Business Manager with other administrative functions
Desired Skills & Experience

Competency Requirements

  • Change Orientation
  • Communicates Effectively
  • Continuous Learning
  • Customer Focus
  • Holds Self and Others Accountable
  • Problem Solving and Innovation
  • Teamwork and Collaboration
  • Values and Respects Others

 Education & Skill Requirements

  • Post-secondary education (preferably in the field of business, finance, computer science or software engineering)
  • Minimum of 1 years of experience in an technical support role
  • JD Edwards experience or related ERP software experience
  • Government Services Canada (PWGSC) clearance at the Secret level preferred OR alternatively must be able to obtain Secret level clearance upon commencing employment
  • Knowledge of finance, construction, service or facility management
  • Excellent written and oral knowledge of English
  • Proficiency in French language would be desirable
  • Excellent communication, documentation, planning, prioritization, organization and interpersonal skills
  • A customer first attitude to maintain and improve satisfaction
  • Ability to work effectively in a goal-oriented team environment
  • Ability to quickly grasp, articulate and document complicated business and technical issues
  • Advanced knowledge of all standard PC software applications (e.g., Microsoft Office Suite, SharePoint, Lync, etc.) and Microsoft Project, Visio or equivalent other mapping or planning tools
  • Lean Six Sigma or other process improvement certifications/experience would be an asset
  • Eligible to work in Canada (citizen/permanent resident)
Company Description
In 1921, William J. McDonald and William R. Black formed Black & McDonald Limited, a partnership to engage in residential wiring. Throughout the years, Black & McDonald has remained a family-owned business with an uncompromising commitment to the founder's principles of delivery as promised and fairness to all. The company has followed a planned course of diversification and expansion, combining growth and financial stability with ongoing investment in our people, and a willingness to pioneer new business opportunities and directions. Black & McDonald is an integrated, multi-trade contractor providing electrical, mechanical, utility and maintenance services to government, industrial, commercial and institutional markets. Currently, Black & McDonald operates across Canada, US and Bermuda. ​The company has over 5,500 employees working out of a network of more than 26 offices.

Black & McDonald approaches accessibility from an inclusive perspective, and will provide reasonable accommodation upon request throughout the recruitment and selection process.

Additional Information
Job Type: Full Time
Job Experience: Entry-level Professional
Job ID: 20171020753