Jr. Application Support Specialist to provide L1 support for Enterprise Asset Management (EAM) applications

PERMANENT - Int. Application Support Specialist to provide L1 support for Enterprise Asset Management (EAM) applications

Location: Toronto (Hybrid - 3 days per week on-site)

Standard hours per day: 8-4 PM ET

Responsibilities:

• Reporting to the IT Manager, will be responsible for maintaining the IT infrastructure, including resolving EAM issues, and managing technical issues as they arise.
• Provide day-to-day L1 support to our operations and maintenance teams for the EAM application (Desktop & Mobile)
• Responsible for responding to and resolving issues O&M teams are experiencing when using the EAM application.
• Become proficient in our EAM application, including but not limited to creating/modifying reports, understanding end-to-end business processes, resolving data inconsistencies, troubleshooting, data loading procedures and templates etc.
• Coordinate & follow up on issues requiring L2 support from our client’s IT team.
• Keep detailed records of the issues, root cause analysis and resolution.
• Become proficient in our IT service management processes.
• Document new feature requests from the O&M team and create detailed user requirements for consideration by the steering committee.
• Participate and resolve any integration issues with other enterprise applications.
• Become the technical go-to person for all issues related to our EAM application.
• Provide testing support on new feature rollout from time to time.
• Assist new users with the adoption of EAM system using a consultative and problem solving approach.

Must have skills:

• 2+ years working as a support or development analyst with an EAM system such as Maximo, Hexagon, Oracle-EAM etc (Techno/functional understanding)
• Ability to triage and diagnose faults and problems effectively and quickly and employ a structured methodological approach to fault-finding.
• High competencies in deciphering logs, researching error messages, collating supporting data for escalations upwards, researching knowledge base articles and previous ticket records, presenting diagnostic actions in the form of Investigation-Action-Result reports.

Nice to have:

• Experience working in a unionized environment.
• Familiarity with industries such as Aerospace
• Experience working in the rail industry with a comprehensive knowledge of rail equipment.