Business Support Specialist

Time Type:

Full Time

Compensation: Salary starting at $55,000, plus eligible benefits, in accordance with experience and internal equity

***This posting is for an existing vacancy and not intended to create a talent pipeline OR This posting is to build a candidate pool for future vacancies in this role***

Core Purpose and Essence of the Position:

The Business Support Specialist, Key User provides hands-on site support for the Warehouse Management System and related applications. The role connects operational requirements with system capabilities by resolving day-to-day issues, supporting controlled system changes, coordinating testing, and helping users adopt standardized processes.

Working closely with Operations, Application & Integration, project teams, vendors, and external partners, the Key User helps maintain system stability, supports operational continuity, and contributes to continuous improvement, client onboarding, and implementation activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Site WMS and Application Support

• Serve as the first point of contact for site-level WMS and supporting-application questions, incidents, and user support requirements.
• Investigate operational and system issues, confirm the business impact, gather relevant information, and resolve or escalate issues through the appropriate support channel.
• Support transaction recovery, user-access requests, master-data validation, and routine system checks while protecting data integrity and operational continuity.
• Track recurring incidents, identify root-cause trends, and recommend practical corrective or preventive actions.
• Coordinate with Application & Integration, Operations, and external support teams to ensure issues are addressed within established priorities and service expectations.

Testing, Change and Release Support

• Translate operational requirements into clear test scenarios, test cases, and expected results for system fixes, changes, upgrades, and new functionality.
• Coordinate and execute functional testing, system integration testing, user acceptance testing, and regression testing as assigned.
• Document defects with sufficient evidence, including transaction details, screenshots, test results, and steps required to reproduce the issue.
• Retest completed fixes and confirm that changes meet approved business requirements before deployment.
• Support change communication, operational-readiness activities, post-deployment validation, and stabilization following releases or upgrades.

Operational Enablement and Training

• Coach supervisors, team leads, and end users on standard WMS processes, new functionality, and effective system use.
• Create and maintain user guides, quick-reference materials, troubleshooting instructions, and site-specific work aids.
• Promote consistent use of approved system processes and identify knowledge gaps that may contribute to errors, rework, or reduced productivity.
• Deliver floor-level support during operational changes, peak periods, cutovers, and go-live stabilization.
• Gather user feedback and communicate improvement opportunities to Operations and Application & Integration leadership.

Project and Implementation Support

• Support new client implementations, client onboarding, system upgrades, application integrations, and process-improvement initiatives at the site level.
• Participate in requirements-gathering sessions, operational walkthroughs, process validation, testing preparation, cutover planning, and go-live support.
• Complete assigned project actions and provide accurate progress updates to project teams and site leadership.
• Identify and raise risks, dependencies, resource constraints, or operational concerns that may affect delivery.
• Help ensure implemented solutions are practical for site operations, aligned with the approved design, and supported by appropriate documentation and training.

EDI and Integration Coordination

• Monitor and support the operational flow of inbound and outbound electronic transactions between the WMS, client systems, automation platforms, and supporting applications.
• Investigate failed transactions, missing messages, data-quality issues, and interface exceptions.
• Gather relevant transaction details and coordinate resolution with Application & Integration or the appropriate technical support team.
• Validate corrected transactions and confirm operational processing can continue without creating duplicate, incomplete, or inaccurate records.
• Communicate integration issues and business impacts clearly to operational and technical stakeholders.

Documentation, Controls and Continuous Improvement

• Maintain accurate support records, issue logs, test evidence, process documentation, configuration references, and knowledge articles.
• Follow established change-control, access-control, information-security, and compliance requirements when supporting systems or operational data.
• Review support trends, user feedback, and operational observations to identify opportunities to simplify processes, reduce errors, and improve system adoption.
• Support the development and standardization of site-level WMS processes and support practices.
• Build effective working relationships across Operations, Application & Integration, project teams, vendors, clients, and other stakeholders.

COMPETENCIES, SKILLS, ATTRIBUTES REQUIRED:

Education

• Post-secondary education in Information Technology, Supply Chain Management, Logistics, Business, or a related discipline.
• An equivalent combination of relevant education, warehouse experience, and systems-support experience will be considered.
• Relevant WMS, IT service management, testing, change-management, or project-related certifications are considered an asset.

Experience

• Three (3) or more years of experience in warehouse operations, WMS or application support, key-user support, or a similar distribution environment.
• Hands-on experience supporting a Warehouse Management System such as Blue Yonder, Red Prairie, Manhattan, or a comparable platform.
• Experience investigating system issues, supporting operational transactions, and coordinating issue resolution with technical teams.
• Experience supporting functional testing, system integration testing, user acceptance testing, regression testing, and defect management.
• Experience developing process documentation, work instructions, user guides, or training materials.
• Exposure to client implementations, application upgrades, integrations, cutovers, or go-live support is preferred.

Technical Skills

• Working knowledge of warehouse-management processes, including receiving, inventory control, replenishment, picking, packing, and shipping.
• Ability to navigate and support WMS functionality in a live warehouse environment.
• Working knowledge of EDI, interfaces, APIs, or system integrations is considered an asset.
• Basic SQL or database-query experience is preferred.
• Familiarity with ticket-management, defect-management, testing, and documentation tools is beneficial.
• Proficiency with Microsoft Office applications, particularly Excel, Word, PowerPoint, Outlook, and Teams.

SUCCESS MEASURES

Success in this role will be measured by:

• Delivery of high-quality application solutions that meet business requirements and support successful customer implementations.
• Accurate configuration, testing and validation of Warehouse Management System functionality, including EDI/API integrations.
• Development of clear business requirements, functional specifications and interface mapping documentation that support scalable and standardized solutions.
• Timely resolution of application and integration issues while maintaining a high level of customer satisfaction and operational continuity.
• Active contribution to continuous improvement initiatives that enhance application performance, standardization and overall operational efficiency.

Language Skills

• English (reading, writing, verbal).
• Interpersonal communication and language skills (e.g., listening to others, speaking to others, reading, writing).
• Communication (facilitation skills and very mature communication skills to be able to communicate to all levels in the organization).

WORK ENVIRONMENT:

The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain nor be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

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DSV does not use AI to screen candidates during the recruitment process