IT & SAP Services - Application Support Analyst

Application Support Analyst (SAP)

Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization that supports hundreds of health care providers across Canada, as well as child welfare agencies and other public sector organizations. MMC provides value-driven contracting and procurement solutions for medical/surgical supplies, pharmaceutical products, local sourcing, capital (equipment, FF&E and redevelopment) and nutrition solutions. Other services include data analytics, in-hospital support, warehousing/logistics, technology, procure-to-pay, and accounts payable.

MMC is actively supporting the creation of a resilient value chain that incorporates environmental social, and economic wellbeing – and fosters the participation of Indigenous businesses. Based in Burlington, ON, MMC operates regional hubs in Toronto, Thunder Bay, Kingston, Brantford and London as well as a hub and distribution centre in Oakville.

We are currently recruiting for a full-time Application Support Analyst (SAP) to support our IT team.  

Position Overview

Key Responsibilities

• Receive, log, and resolve Level 1 and Level 2 incident requests from the MMC and Hospital communities within a formal Help Desk Ticketing system
• Co-ordinate the escalation of support incidents with senior support teams and 3rd party vendors(s) who provide levels 3 and 4 support where required
• Ensure that all stakeholders are kept advised of status of incident resolution and enhancement requests as per service level agreements (SLA)
• Participate in cross functional teams involved in issue resolution often involving 3rd party vendors and/or in house expertise; ensure that the solution is captured, documented, and communicated to the customer
• Ensure that documentation and communication elements are maintained and meet the appropriate policy and corporate standards
• Contribute to the development and implementation of call reduction strategies and incident management with a view to reducing repeat outage conditions
• Ensure escalation of high priority incidents to appropriate management and technical partners while managing communication to the relative incident and customer teams
• Ensure that the appropriate level of testing is performed: Manage the customer acceptance and sign off process to ensure a quality approach to issue resolution
• Build and maintain productive internal/external relationships both within and outside of the organization
• Other duties as assigned by manager, including desktop support (back-up to primary resource)

Qualifications and Skills

• University Degree or College Diploma with additional specialized certificate, relevant to position
• 3+ years of work experience in a similar role within SAP environment
• Proven working knowledge of purchasing, sales order, and logistics end-to-end business process
• Proven experience implementing and supporting SAP Materials Management (MM), Sales and Distribution (SD), Process Integration (PI) modules and EDI (Purchase Orders, Sales Orders, and Invoices)
• Conversant in Information Technology Infrastructure Library (ITIL) V3 Foundations at a minimum; ITIL certification preferred
• Working knowledge in Finance and Controlling (FI/CO), Extended Warehouse Management (EWM) modules and SAP Supplier Relationship Management (SRM), Mobile Integration (MI) and Business Intelligence (BI) are an asset
• Ability to work effectively with all levels in an organization with a proven track record of Customer Service Excellence
• Ability to manage conflict and conflicting stakeholder and team interests demonstrating strong interpersonal and negotiation skills
• Exceptional communication skills – written, listening, and verbal
• Ability to think critically and apply root cause analysis supported by clear decision-making capability
• Experience working within an outsourced vendor management environment
• Experience in working with Remedy Incident and Service Request Management Modules for ticket management
• Proficient with MS Office (Word, Excel, PowerPoint)
• Ability to work after business hours and weekends as required to ensure continued Help Desk support to cover for non-core hours

Travel

• Ability to travel to Mohawk Medbuy offices if required.

As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.

Mohawk Medbuy is a HOOPP employer offering a competitive salary, comprehensive benefits package and flexible remote work policy.

Qualified candidates with a desire to join our innovative team are invited to submit their resume in Dayforce.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required. Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).