Distribution Center (DC) Support Analyst

Role:  To support the Hardware, Microsoft Applications, Telephone and Warehouse Management Systems of the Distribution Centre.

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