Business Support Supervisor 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:

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

Knowledge, Skills, Abilities and Competencies:

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

#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.