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Application Support Specialist

Sun Gro Horticulture
Agawam, MA
  • Posted: over a month ago
  • Full-Time
Job Description


  • Solve customer business application issues. If unable to solve, escalate to the vendors and monitor until resolution is reached in accordance with IT Department’s standard operating procedures
  • Communicate effectively with customers to accurately understand their needs and priorities to resolve issues in a timely manner.
  • Organize and perform analysis, testing and documentation of Jet Enterprise cube changes. Understand user needs and develop solutions to enhance the use of information.
  • Organize and perform analysis, testing and documentation of salesforce changes to reports and dashboards. Understand user needs and develop solutions to enhance the use of information.
  • Assist with security within NAV including account, table and process access.
  • Educate customers via formal and informal trainings. This will include generating periodic tips given to all users, and continuous improvement of the end user experience.
  • Provide support for EDI communications and trading partner setup.
  • Provide off hours support as required by the business.
  • Assist with account audits performed in AD, NAV, Email, and Security Awareness Training.
  • Assist Business Owners with developing and improving SharePoint.


  • High level understanding of corporate business environments and the day-to-day practices of a multi-site operation
  • Strong customer focus - includes the ability to balance the needs of the customer with the needs of the business as well as fostering a strong customer focus mindset.
  • Excellent written and oral communication skills to explain problems or answers to all levels of the organization
  • Strong Fact Based Decision Making skills – supports decisions with data and uses data to solve problems
  • Ability to turn abstract process designs into usable business tools
  • Strong execution skills – can provide support without removing responsibility, monitors progress to ensure achievement of goals, coordinate with other work groups.
  • Fosters Teamwork – values all employee’s contributions, involving team in decisions that affect them and discourages “we” vs. “them” attitude.
  • Computer skills are a must, specific proficiency in Excel, Word, PowerPoint, Internet and email.


  • Fixed term contract for 12 months
  • Minimum of two years college focusing on IT related courses (or equivalent)
  • Two years of experience with a broad range of business applications
  • One-Three years of business / ERP software experience or support (manufacturing systems a plus)
  • Presentation & training experience
  • Ability to perform technical writing and customer documentation
  • Report writing experience is a plus

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Sun Gro Horticulture


Agawam, MA



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