Application Support Specialist, Canada Media Applications (Temp)

Job Description

Horizon Media founded in 1989 by Bill Koenigsberg is recognized as one of the most innovative marketing and advertising firms. Headquartered in New York City with offices in Los Angeles and Toronto Horizon is known for its data-driven approach highly personal client service and people-first culture. We hire talented thinkers doers dreamers and makers challenge them and give them opportunities to grow.

The Application Support Specialist Canada Media Applications is a temporary role providing hands-on Level 1 and Level 2 support as Horizon Canada transitions to and stabilizes within a Horizon-managed Mediaocean environment. Reporting to the VP Business Operations this role will support the Canadian business from implementation and cutover through production stabilization and ongoing operations.

The role will partner across Canada Media Operations Finance Business Operations Shared Services Financial Systems Technology Security and external providers. The successful candidate will combine application-support discipline with practical knowledge of media planning buying billing reconciliation master data access reporting and integrations.

Primary Support: Serve as the primary application support resource and day-to-day liaison for Horizon Canada across Mediaocean Prisma Spectra Digital Spectra Linear OX and other supported media applications.

Incident Request & Queue Management: Manage Level 1 and Level 2 incidents service requests problems and escalations in ServiceNow from intake through closure including prioritization documentation ownership user updates and SLA adherence.

Issue Resolution: Troubleshoot campaign setup workflow configuration billing reconciliation master data reporting integration authentication and user-access issues; document findings and coordinate escalation when needed.

Vendor Coordination: Coordinate resolution with Mediaocean internal application owners Technology teams Edenred / IPS and other vendors or partners.

Problem Management: Identify recurring incidents and root causes document support risks and coordinate preventive or corrective action.

Implementation Readiness: Participate in implementation and transition working sessions and translate Canadian operational needs into executable setup configuration data access testing and support activities.

Master Data Readiness: Support the review validation cleanup preparation and controlled loading of users clients products suppliers vendors remit and pay-to relationships stations publications security roles and other required master data.

Testing & Validation: Develop and execute test scenarios and support integration testing UAT regression testing defect triage retesting and business validation across planning buying billing reconciliation reporting and downstream interfaces.

Integration Support: Monitor and help troubleshoot application and data-flow issues across Mediaocean integrations NetSuite interfaces Edenred / IPS workflows and related reporting or financial processes; route functional and technical issues to the correct owner.

Cutover & Hypercare: Support cutover planning production readiness go-live hypercare issue triage production validation and stabilization until the Canadian environment is operating reliably.

User Administration: Provision modify and deprovision approved users roles permissions user groups security profiles and licenses across supported applications.

Access Governance: Support periodic access reviews licensing audits segregation-of-duties reviews evidence collection and remediation of access inconsistencies.

Configuration Support: Maintain approved application settings and configuration documentation and coordinate controlled changes with application owners and vendors.

Operational Controls: Follow established change and production support controls and maintain complete audit trails for support configuration and access activities.

Knowledge Management: Maintain SOPs support procedures knowledge articles troubleshooting guidance user instructions known-error documentation and escalation paths.

Support Reporting: Maintain reporting on ticket volume aging SLA performance escalations recurring issues and application health.

Release Support: Participate in releases upgrades patches configuration changes maintenance activities and post-release production validation.

Continuous Improvement: Recommend improvements to service quality data integrity operational efficiency user experience and production stability.

Hands-On and Accountable: You are comfortable working directly in applications managing tickets following issues through resolution and maintaining ownership of commitments.

Experienced in Media Operations: You understand how media planning buying billing reconciliation master data reporting and downstream financial processes connect.

A Practical Problem Solver: You can distinguish between user process data configuration integration and system-defect issues and route work appropriately.

Service-Oriented: You provide clear responsive support and communicate effectively with both technical and non-technical users.

A Strong Cross-Functional Partner: You collaborate effectively across Media Operations Finance Business Operations Shared Services Technology Security Financial Systems and external vendors.

Organized and Detail-Oriented: You can manage competing priorities while maintaining accurate documentation controls status updates and follow-through.

5 years of relevant application support experience preferably within an advertising agency media organization or comparable enterprise environment.

Direct hands-on experience supporting Mediaocean Prisma and Mediaocean Spectra Digital and Linear.

Experience providing Level 1 and Level 2 production support and managing incidents service requests problems and escalations through ServiceNow or a comparable enterprise platform.

Experience supporting media planning buying billing reconciliation master data reporting application access and operational workflows.

Experience supporting implementations data conversions integrations UAT regression testing cutover releases migrations or post-go-live stabilization.

Working knowledge of role-based access user provisioning access reviews application controls and audit-support practices.

Strong troubleshooting analytical documentation stakeholder-management and customer-service skills.

Ability to work independently in a remote environment while collaborating with teams across New York Toronto and other North American locations.

Experience supporting Canadian media operations and business processes.

Experience with Canadian-dollar or multi-currency media and financial workflows.

Familiarity with GST HST PST and QST processing requirements and related master-data or reporting considerations.

Exposure to Mediaocean-to-ERP integrations enterprise integration platforms NetSuite interfaces or invoice-processing platforms such as Edenred / IPS.

Working knowledge of ITIL-based incident problem change release and knowledge-management practices.

Supervisory Responsibilities: None.

Certificates Licenses and Registrations: None required.

Work Environment: This is a temporary remote position based in New York. The role will collaborate closely with stakeholders in Toronto and teams across North America. Periodic travel or extended hours may be required during testing cutover go-live releases maintenance month-end support and critical issue resolution.

The statements herein are intended to describe the general nature and level of work being performed and are not an exhaustive list of responsibilities duties and skills. They do not establish a contract for employment and are subject to change at the discretion of the employer.

Salary Range:$1538.46 to $1923.08a week. A successful applicants actual weekly or hourly rate may vary based upon but not limited to skill sets experience and traininglicensure/certifications and equity.

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Base Pay

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities duties and skills required of personnel so classified. Furthermore they do not establish a contract for employment and are subject to change at the discretion of the employer.

Horizon Media is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.