Business Support Manager Jobs

The Business Support Manager role is to deliver support to end users in the organization about how to use OMS, an internally built and designed Operations Management Software for our liquid Waste Operations. The Business Support Manager will work directly with Operations and serve as a subject matter expert on the software programs; efficiently and effectively training, supporting and ensuring the system is fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Business Support Manager is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.
Key Responsibilities:

• Coordinate with department heads to assess departmental application training needs and objectives
• Manage the alignment of business objectives
• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes
• Develop and manage detailed individual development plans for all team members
• Manage and/or provide guidance to junior members of the team
• Other tasks as required.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• Participate in the design, development, and delivery of software applications training programs and individual classes
• Identify and learn appropriate software applications used and supported by the organization
• Documented business requirements, detailed design specifications, and process workflow maps for developer implementation and user documentation
• Post software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution
• Maintain and enhance performance of all new and existing software and applications across the organization
• Perform tests in a mirror environment, conveyed coding errors to coding personnel, and retested corrections
• Conduct training, end user support and new hire onboarding
• Review and analyze existing application effectiveness and efficiency and develop and execute improvement initiatives and strategic roadmaps
• Act a subject matter expert on OMS (an in-house software program)
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
• Field incoming problem tickets from end users to resolve application issues

Knowledge, Skills, Abilities and Competencies:

• Knowledge of one or more SQL variant, such as MSSQL
• Good understanding of the organization’s goals and objectives
• Knowledge of trends in technology relating to software applications
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Occasional travel between training locations required. (must have a valid passport and able to travel freely between North America)
• Highly self-motivated and directed
• Very strong customer service orientation
• Excellent written, oral, interpersonal, and presentational skills
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
• Experience teaching or acting as a subject matter expert for specific operational software platform
• Hands-on knowledge of and experience with MS Office enterprise and desktop applications
• Ability to absorb new ideas and concepts quickly
• Tech savvy with a passion for computer software
• Ability to present ideas in business-friendly and user-friendly language
• Experience working in a team-oriented, collaborative environment
• Able to develop and interpret technical documentation for training and end user procedures
• Good analytical and problem-solving abilities
• Understanding of Web Technologies (Cloud/Amazon Web Services, JIRA, HTML, CSS, JavaScript, PHP, Java)
• College diploma or university degree in the field of computer science, information systems, and/or 5 years equivalent work experience

#GFLTalent
We thank you for your interest. Only those selected for an interview will be contacted.
GFL Environmental is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply. We seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences. GFL will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.