The Application Specialist reports to the Business Application Analyst.
A key contributor within the Business Solutions team, this role is responsible the delivery and support of Rocky Mountaineer’s enterprise business applications. This includes the entire lifecycle of solution selection, design, implementation, support, and ongoing value realization. This role requires broad technical depth and experience paired with an ability to lead, support, and collaborate with individuals from across the business.
Key Areas of Accountability
Responsible for the overall health and support of ‘operational’ applications – including but not limited to finance services, operations/maintenance services, HR services, the Salesforce eco-system, amongst other on-prem and cloud-hosted applications.
Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
Establish rapport as a trustworthy, responsive, capable partner to business stakeholders; able to foster open communication and collaboration with the ultimate objective of delivering solutions to meet business needs.
Maintaining and updating technical documents and procedures.
Develop reports for implementation of procedures and plans associated with application development and provide ongoing sustenance
Ensure effective and timely application administration and maintenance. Actively support application configuration, permissions/rights management, and data management while proactively conducting preventative maintenance tasks for various systems, installing application patches, and planning and deploying upgrades with secondary support from Quality Assurance (QA) function.
Deliver best-in-class service and support. Proactively monitor as well as respond to systems, applications and other client problems by investigation and taking corrective actions. Provide hands-on, interactive end user support through multiple mediums. Look to proactively reduce support incidents through services such as training. Liaise and escalate with internal and external (Vendor) support systems as needed.
Establish, monitor, and report on service level objectives (SLAs), and other IT Key Performance Indicators (KPIs) or metrics through dashboards, reports, and/or ad hoc analysis.
Establish and maintain a strong knowledgebase of resources including but not limited to technical and instructional support documentation for both Technical support staff as well as end-users.
Ensure consistent organizational awareness of, and adherence to IT standards such as governance and security. Follow and contribute to enhancing Rocky Mountaineer’s IT standards and methodologies to deliver quality service to all clients.
Attend Change, Incident and team meetings as required.
Able to maintain Vendor accountabilities as well as vendor relationships inclusive of administrative aspects.
Education / Certifications / Knowledge
Post-Secondary Diploma/Degree in Computer Science, Information Systems or related field required
Salesforce Admin / Advanced Admin or other certifications a significant asset
Database / Data Warehouse certification(s) such as Microsoft SQL Server considered an asset
3+ Years of technical experience; ideally inclusive of some of the following: Salesforce platform experience Travel/Transportation/Logistics industry experience Experience with HRIS and/or Accounting solutions Custom Developed ApplicationsData Warehousing and Reporting, ETL tools. Data integration experienceWebsite / B2C Web Application experience Travel and Hospitality Industry Applications (e.g. airlines, cruise ship, rail travel) considered an asset
Direct experience working in an application team leveraging SaaS, PaaS, and IaaS
Direct experience managing multiple vendor/system integrations, preferably through REST API framework
Knowledge of Drupal CMS an asset
Experience with troubleshooting, bug-fixing, testing and deploying managed code adherent to standard Software Development Life Cycle processes.
Customer-focused. Must demonstrate an exceptional ability to collaboratively engage diverse groups of Stakeholders, building trust and confidence amongst both internal and external stakeholders.
Responsive with a high sense of urgency.
Superior problem solving and analytical skills when addressing both technical issues and business processes.
A continuous learner – someone who will take initiative to stay abreast of solution and technology advancements.
Exceptional time management - able to manage multiple conflicting priorities, work independently and meet deadlines in a complex and changing environment.
Work as part of a team. Ask for help when needed.
Strong communication skills, both written and oral, with ability to communicate clearly and concisely
A relentless attention to detail.
An ability to multitask with prioritization
An ability to prepare and deliver comprehensive, clear, and professional documentation.
Willingness to travel within North America (<10% of the time)
May be required to provide on-call support outside of regular business hours as defined by business requirements