Application Support Technician

Reporting to the Director, Infrastructure and Cybersecurity, the Application Support Technician serves as the subject matter expert and primary resource for Unimax's critical business systems, including our ERP (Microsoft Dynamics 365), WMS and TMS (Manhattan), CRM (Salesforce), B2B and B2C web platforms, as well as our fleet of Zebra and Honeywell mobile devices. This role combines technical support, application configuration, business needs analysis, and the translation of those needs into functional specifications. It requires a high degree of autonomy and a strong commitment to internal customer service. Key Responsibilities System Support and Expertise (Level 2) Analyze support tickets and requests to diagnose root causes beyond standard procedures. Manage user access to business applications. Support B2B and B2C web platforms. Manage Zebra and Honeywell mobile devices through the MDM platform. Support the Salesforce CRM. Assist with testing and validation activities. Produce documentation and procedures. Correct erroneous data or transactions directly within systems (ERP, EDI, CapturePoint). Expertise and Continuous Improvement (Partial Level 3) Support and act as a subject matter expert for Microsoft Dynamics 365. Support and act as a subject matter expert for Manhattan WMS and TMS. Be responsible for application configurations. Analyze business requirements and operational processes. Translate business requirements into functional specifications. Participate in the implementation of system enhancements and new functionalities. Troubleshoot EDI mappings and integrations when transmission or formatting issues occur. Collaborate with internal developers or external vendors on system modifications and fixes. Monitoring and Operations Perform daily system monitoring to identify and prevent incidents before they impact operations. Provide proactive support during critical operational periods. Education and Experience DEP in Computer Support or equivalent training. 5 to 8 years of experience in application support or a Cloud ERP environment. Technical support experience is considered an asset. Knowledge of EDI. Technical Skills Intermediate Excel skills (VLOOKUP, Pivot Tables). Experience supporting WMS and TMS solutions. Strong knowledge of Manhattan WMS/TMS is an asset. Strong knowledge of Microsoft Dynamics 365 is an asset. Knowledge of Azure Data Studio. Ability to read and interpret system logs to diagnose issues. Customer Service Excellence Strong ability to manage priorities. Excellent follow-up and communication with internal clients. Proactive mindset and adaptability to various challenges. Strong stress management skills, especially during peak periods or critical incidents. Ability to explain technical concepts to non-technical users. Bilingualism (French and English, intermediate to advanced level) is required due to the organization's nationwide operations and the need for effective…