At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.
Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.
Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.
Job Summary:Primary Function
Under general direction of the Total User Experience Lead, accountable for performing a full range of systems analysis, technical troubleshooting and client user support for moderately complex enterprise software application(s). Applying an in-depth knowledge of SAP, Microsoft, Ecommerce Applications or other enterprise application(s), including the functionality and business processes, the incumbent provides problem analysis and troubleshooting, system design, technical support, preventative maintenance, as well as some training and support to users in resolving moderately complex problems. Applies an in-depth knowledge of CSA business processes and application functionality to design new solutions to accommodate user needs, modify existing content solutions and implement changes to systems.
Principal Duties & Responsibilities
- Serves as a technical specialist in application support. Utilizing an understanding of CSA business and system processes. Contacts end-users to verify all details associated with incident, assess and categorize the nature of the issue and providing estimated resolution time in accordance with service level agreement.
- §Analyzes and resolves moderate to complex application and end point problems. Ensures any failures are documented to provide a sound basis for problem resolution for future reference, identifying repeat problems and provide recommendations as appropriate to support continuous process improvement.
- Escalates issues to Global Program Delivery when required, specifically for configuration and/or development items. § Consults and supports the client user group by providing assistance on functionality of assigned applications. Provides one-on-one training and support. Identifies issues that are training related and/or areas where general training needs development or enhancement.
- Supports continuous improvement of assigned systems and enterprise application solutions, ensuring corrections/ enhancements follow IT processes. Cross-trains to provide backup support in other enterprise application product(s) or modules or related applications and to enhance regional support capabilities.
Skills Required
- In-depth knowledge of SAP
- Knowledge of Microsoft enterprise applications
- Knowledge of Ecommerce applications
- Ability to perform systems analysis and technical troubleshooting for enterprise software
- Experience providing client/user support and one-on-one training
- Understanding of business processes and application functionality
- Ability to document incidents, identify repeat problems, and recommend process improvements
- Ability to escalate configuration/development issues to Global Program Delivery
- Willingness to cross-train and provide backup support in other application modules
What We Do
At CSA Group, we excel in addressing emerging, complex issues and technologies. CSA Group is comprised of two organizations: Standards Development and Testing, Inspection, & Certification. Not-for-Profit Standards Development: The mission of CSA Group’s Standard Development organization is to enhance the lives of Canadians through the advancement of standards in the public and private sectors. We are a leader in standards research, development, education, and advocacy. The technical and management standards developed with our 10,000 members improve safety, health, the environment, and economic efficiency in Canada and beyond. Global Testing, Inspection and Certification: CSA Group’s global commercial subsidiaries generate funding for continued standards research and development in support of our mission. Our commercial subsidiaries provide expert testing, inspection, and certification services that enable manufacturers to demonstrate that their products are in compliance with applicable safety, environmental, and operating performance standards for markets around the world. We offer deep expertise and industry-leading service delivery across a wide range of current and emerging technologies. To learn more about CSA Group, please visit our corporate website listed in Company Details below.
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