P3 Technical Consultant/ technical Support (H-15052018)

Location: Toronto, ON M, Canada
Date Posted: 15-05-2018
  • Must Have:
    • Be ready to start within two weeks
    • Realize that this is a six month contract with minimal chance of extension or subsequent full-time employment
  • Primary Task:
    • Be able to work with little supervision in setting up a Commercial Second Level Technical Support Group
    • Provide best practices handling incidents, implementing changes, ensuring continuous improvement within an agile SCRUM based local development group.
    • Work with existing technical and business people to review and populate ITIL related documents in a Service-Now system
    • Create Service Level agreement documents
    • Review existing documentation to document the current interfaces and tasks/jobs related to our Commercial Systems
    • Review and execute IS controls applicable to our systems
    • Transfer the above knowledge to the technical support team before the end of the contract
  • Secondary Task
    • Be able to work under supervision to help support our commercial applications
      • Incident Logging and Investigation
      • Problem management and creation of Knowledge Base Articles documenting known recurring problems
      • Working with second level internal business users and off-shore global support teams
    • It is expected that there will be some after-hours and week-end on-call support required.  About 1 week out of three.
  • French is an asset but not a requirement.
  • The systems involved :
    • The applications supported are:
      • An in-house developed ordering portal on Amazon Web Services, Windows Server, SQL Server
      • SAP ERP
      • In-house CRM system
      • SAP Data Services and SAP BusinessObjects based Business Intelligence system
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