Digital Applications Support Analyst

Analyst, Digital Applications Support – Procurement

Location: Montreal, QC, Canada

Work Model: Hybrid – Work from home flexibility

Language: Strong English required; Bilingual English/French preferred

About the Role

We are looking for an experienced Analyst, Digital Applications Support – Procurement to support enterprise procurement applications and contribute to ongoing digital transformation initiatives.

The successful candidate will provide Level 2 functional and technical support for procurement solutions, with a primary focus on eCatalogues, SAP Ariba Sourcing & Contracts, and SAP Fieldglass.

You will be responsible for troubleshooting application issues, managing incidents, supporting system enhancements and releases, coordinating with technical teams, and ensuring reliable application performance and a positive user experience.

Key Responsibilities

• Manage and resolve Level 2 incidents, service requests and problem records within established service levels and escalation procedures.
• Perform troubleshooting, investigate application issues, validate configurations and master data, review interfaces and logs, and identify root causes.
• Coordinate process improvements and procurement application enhancement initiatives.
• Support functional, integration, regression and user acceptance testing.
• Prepare test scenarios, document results, manage defects and validate production releases.
• Maintain technical documentation, knowledge articles, troubleshooting guides and standard operating procedures.
• Monitor recurring incidents and recommend improvements to application performance, processes and user experience.
• Ensure compliance with security, change management, release and data privacy requirements.

Platform-Specific Responsibilities

1. eCatalogue Management

• Coordinate supplier enablement activities from initial assessment through configuration, testing, go-live and operational handover.
• Support supplier integration through hosted catalogues, punchout/OCI, external marketplaces and other integration channels.
• Gather and validate business and technical requirements related to catalogue content, connectivity and purchasing processes.
• Coordinate with suppliers, procurement teams, ERP master-data teams and external technology partners.
• Validate catalogue content, including UNSPSC classification, pricing, units of measure, availability and data quality.
• Support catalogue connectivity, search functionality, cart return and purchase requisition testing.
• Coordinate defect resolution, cutover, go-live and hypercare activities.
• Maintain project documentation, status reports, risks, dependencies and support handover records.
• Monitor catalogue adoption, transaction success and content quality.

2. SAP Ariba Sourcing & Contracts

• Provide functional and technical support for SAP Ariba Sourcing and Contract Management.
• Support contract workspaces, templates, clauses, document assembly, approvals, amendments and contract expiries.
• Troubleshoot workflow, user provisioning, roles, permissions, notifications and access-related issues.
• Coordinate with technical teams to resolve configuration and application defects.

3. SAP Fieldglass

• Monitor application interfaces supporting contingent workforce and services procurement transactions.
• Troubleshoot issues related to worker onboarding, supplier access, rates, cost objects, approvals, timesheets, expenses and invoicing.
• Investigate integration and transaction exceptions.
• Coordinate issue resolution with business stakeholders, suppliers, service providers and SAP Fieldglass support teams.

Required Skills & Experience

• Practical experience supporting enterprise procurement applications in a production environment.
• Experience with SAP Ariba, SAP Fieldglass, SAP ERP and supplier catalogue solutions.
• Working knowledge of procurement processes, including Source-to-Contract (S2C), Procure-to-Pay (P2P), contingent workforce and services procurement.
• Strong experience in Level 2 application support, incident management, troubleshooting and root-cause analysis.
• Understanding of application configuration, workflows, user access, master data and system integrations.
• Experience with IT service-management and delivery tools such as ServiceNow, Jira, Azure DevOps, SAP Cloud ALM or equivalent.
• Experience in functional, integration, regression and UAT testing.
• Strong stakeholder management, vendor coordination and documentation skills.
• Excellent verbal and written communication skills.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, Supply Chain, Procurement or a related discipline, or equivalent relevant experience.
• Relevant experience in application support, procurement systems, business analysis, systems administration or digital application operations.
• ITIL Foundation, SAP Ariba, SAP Fieldglass, SAP Procurement or ServiceNow certification is an advantage.
• Experience supporting SAP ECC or SAP S/4HANA procurement integrations is preferred.
• Knowledge of identity and access management, supplier enablement, APIs, middleware and SAP Business Network is an asset.

Additional Preferred Qualifications

• Experience working in Agile or hybrid project delivery environments.
• Familiarity with enterprise architecture and digital transformation frameworks.
• Ability to manage multiple priorities and small projects simultaneously.
• Strong analytical, troubleshooting and problem-solving abilities.
• Self-motivated, organized and capable of working independently as well as within a team.
• Customer-focused attitude with excellent multitasking and communication skills.

Language Requirements: Strong English communication skills are essential. French-English bilingual proficiency is preferred.

Work Location: Montreal, Quebec, Canada (Hybrid).