Application Support Specialist

The Continuous Improvement Coordinator/Application Support Specialist - leads continuous improvement efforts to support Information Technology strategies and company objectives. This role serves as a key point of contact for application incidents, service requests, and user support, while partnering closely with business stakeholders, vendors, and internal IT teams to ensure application reliability, performance and user satisfaction, with a strong focus on operational excellence. Primary Duties and Responsibilities

• Application Support and Incident Management:
• Provide Level 1 and Level 2 application support for assigned SaaS and enterprise applications, including but not limited to TMS, YMS, Fleet Maintenance, WMS, ERP.
• Diagnose, troubleshoot and resolve application incidents and service requests within defined service level agreements (SLAs).
• Perform root cause analysis and participate in problem management efforts
• Escalate complex issues to vendors or internal teams and coordinate resolution through closure.

* Service Request and User Enablement:

• Fulfill application access, configuration, and role-based security requests.
• Support onboarding, offboarding and role changes related to SaaS applications.
• Assist users with functional questions, workflows, and best-practice usage of supported systems.

* Vendor and Release Coordination

• Work with SaaS vendors to manage support cases, patches, upgrades, and release impacts.
• Lead release impact assessments, regression testing and post-release validation.
• Track vendor response times and contribute to SLA and performance monitoring.

* Operational Excellence and Continuous Improvement

• Identify opportunities to reduce incident volume and improve application stability.
• Contribute to the development and maintenance of support runbooks, knowledge articles and user documentation.
• Support change management processes, including change reviews and scheduling.
• Assist with KPI tracking such as incident trends, mean time to resolve (MTTR) and repeat issue analysis.

* Collaboration and Communication

• Partner with business stakeholders to understand application usage, pain points and improvement opportunities.
• Communicate clearly with users and leadership regarding issue status, risks, and resolution timelines.
• Collaborate with other IT teams and vendors as needed.

• Related experience in a distribution or manufacturing environment.
• Experience working with third-party software vendors and support portals.
• 3-5 years of experience supporting SaaS enterprise business applications.
• Experience with incident, problem, and change management processes.

Education/Certification

• Bachelor’s degree in supply chain management, Information Technology, or related field preferred; equivalent level of education, training, and experience may be considered

Skills & Competencies

• Strong critical thinking and problem-solving skills with the ability to assess issues and escalate appropriately for resolution.
• Ability to analyze problems and formulate and apply alternative/creative solutions to problems.
• Effective written and verbal communication skills, including presentation abilities.
• Adept in multi-tasking, prioritizing, and time management.
• Excellent attention to detail and accuracy.
• Exceptional interpersonal skills: a team player with proven ability to work across functional areas and all levels of the organization.
• Customer-focused mindset.
• Self-motivated and self-directed; can effectively cope with ambiguity.
• Solid knowledge of project management best practices.
• Proven ability to influence, motivate, and lead project team members to deliver projects successfully.
• Demonstrates an underlying curiosity and desire to know about things, people, or issues; goes beyond the questions that are routine.
• Unafraid to respectfully challenge the status quo by providing new ideas and solutions.
• Ability to communicate technical concepts clearly to non-technical users.
• Open to coaching with the ability to apply feedback.
• Working knowledge of Microsoft suite (Excel, Word and PowerPoint).