Continuous Improvement Coordinator

Primary Duties And Responsibilities

• Provide Level 1 and Level 2 application support for assigned SaaS and enterprise applications, including but not limited to TMS, YMS, Fleet Maintenance, WMS, ERP.
• Diagnose, troubleshoot and resolve application incidents and service requests within defined service level agreements (SLAs).
• Perform root cause analysis and participate in problem management efforts
• Escalate complex issues to vendors or internal teams and coordinate resolution through closure.
• Fulfill application access, configuration, and role-based security requests.
• Support onboarding, offboarding and role changes related to SaaS applications.
• Aid users with functional questions, workflows, and best-practice usage of supported systems.
• Work with SaaS vendors to manage support cases, patches, upgrades, and release impacts.
• Lead release impact assessments, regression testing and post-release validation.
• Track vendor response times and contribute to SLA and performance monitoring.
• Identify opportunities to reduce incident volume and improve application stability.
• Contribute to the development and maintenance of support runbooks, knowledge articles and user documentation.
• Support change management processes, including change reviews and scheduling.
• Aid with KPI tracking such as incident trends, mean time to resolve (MTTR) and repeat issue analysis.
• Partner with business stakeholders to understand application usage, pain points and improvement opportunities.
• Communicate clearly with users and leadership regarding issue status, risks, and resolution timelines.
• Collaborate with other IT teams and vendors as needed.

Experience & Qualifications

• Related experience in a distribution or manufacturing environment.
• Experience working with third-party software vendors and support portals.
• 3-5 years of experience supporting SaaS enterprise business applications.
• Experience with incident, problem, and change management processes.

Skills & Competencies

• Strong critical thinking and problem-solving skills with the ability to assess issues and escalate appropriately for resolution.
• Ability to analyze problems and formulate and apply alternative/creative solutions to problems.
• Effective written and verbal communication skills, including presentation abilities.
• Adept in multi-tasking, prioritizing, and time management.
• Excellent attention to detail and accuracy.
• Exceptional interpersonal skills: a team player with proven ability to work across functional areas and all levels of the organization.
• Customer-focused mindset.
• Self-motivated and self-directed; can effectively cope with ambiguity.
• Solid knowledge of project management best practices.
• Proven ability to influence, motivate, and lead project team members to deliver projects successfully.
• Demonstrates an underlying curiosity and desire to know about things, people, or issues; goes beyond the questions that are routine.
• Unafraid to respectfully challenge the status quo by providing new ideas and solutions.
• Ability to communicate technical concepts clearly to non-technical users.
• Open to coaching with the ability to apply feedback.
• Working knowledge of Microsoft suite (Excel, Word and PowerPoint).