Associate Delivery Support Analyst
L
Level AccessDigital Accessibility
Remote - CanadaFull-TimeEntry
SalaryCompetitive benefits package, including bonus opportunities
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Job Details
- Required Skills
- Project ManagementSalesforceJiraMicrosoft Office SuiteZendeskServiceNow
Requirements
- Bachelor’s degree in business administration, information systems, supply chain, or a related field, or equivalent experience.
- Strong attention to detail in ticket management, task categorization, and routing.
- Effective verbal and written communication skills for cross-departmental collaboration.
- Technical aptitude and willingness to learn workflow automation and project management systems.
- Strong organizational and multitasking abilities.
- Proficiency with ticketing systems such as Jira or ServiceNow, or a willingness to learn.
- Basic proficiency with Microsoft Office Suite including Excel, Word, and Outlook.
- Ability to exercise sound judgment to identify when issues require leadership escalation.
- Exposure to tools such as Salesforce, Zendesk, or workflow automation platforms is considered an asset.
Responsibilities
- Review, categorize, and prioritize incoming delivery operations support tickets.
- Assign tickets to appropriate teams based on complexity and urgency while ensuring SLA compliance.
- Monitor ticket queues to ensure timely responses and escalate delays or non-standard issues.
- Serve as the primary point of contact for internal teams and clients throughout ticket resolution.
- Provide regular updates to stakeholders to manage expectations and ensure transparency.
- Perform quality control checks on completed tasks to verify adherence to established guidelines.
- Identify and flag process inefficiencies or inconsistencies to leadership.
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