Operations Application Support Specialist (Onsite)

Job description

Your opportunity By joining the Kardium team, you can help make a difference in the lives of millions around the world. We have developed a ground-breaking medical device for the diagnosis and treatment of the most common heart rhythm disorder, atrial fibrillation – which can cause stroke, heart failure, and other heart-related complications. Kardium’s mission is to deliver the best treatment for atrial fibrillation. To achieve this, we have developed The Globe® Pulsed Field System – a revolutionary solution designed by our world-class technical team. The Globe System offers strong, unique, and customer-valued advantages over other treatments on the market, and leading physicians are already using it and helping to share our story. We have obtained FDA approval and officially begun the commercial launch of the Globe® Pulsed Field System. This is a pivotal and exciting time in our journey, as we bring this life-changing technology to patients! As an Operations Application Support Specialist, you will have the unique opportunity to increase Operations efficiency by troubleshooting custom applications, assessing inefficiencies in application use, and driving continuous improvement projects. Please note, this opportunity is an on-site work arrangement, located in Burnaby, BC. Due to the nature of our manufacturing operations, this role involves a rotating or variable schedule. Evening shifts and weekend coverage are part of the regular responsibilities. Candidates must be prepared to adjust their availability based on operational demands and support schedules. Occasional work on statutory holidays may also be required. Meaningful work you will be a part of • Support investigation and resolution of user-reported Operations issues (tickets). • Conduct root cause analysis to prevent future incidents and improve efficiency. • Maintain and manage troubleshooting guides on common issues • Escalate critical incidents to appropriate teams for further investigation and resolution. • Proactively communicate troubleshooting updates, priorities and resolutions. • Collaborate with Business Application Engineers and Production leaders to provide feedback on application use and inefficiency. • Support training and communications for new application releases. • Assess whether proposed feature requests are the appropriate solutions to a problem. • Support user acceptability testing of new tools and features. What you bring to the team Our Kardium team is smart, creative, and passionate about developing cutting-edge medical devices to help improve people’s lives. We work in a collaborative environment based on trust and respect. We understand that only by working together can we solve what was thought unsolvable. You will be successful in this role because you possess these attributes: • 2+ years of relevant experience in helpdesk or operations roles. • Technical Diploma, or equivalent combination of education and experience • Excellent communication and documentation skills. • Strong problem-solving skills, a passion for finding the root cause of issues and a continuous improvement mindset. • Ability to create process flows to show how applications are used in Operations workflows and highlight inefficiencies. • Ability to quickly understand how custom applications and ERP systems work so that training and assistance can be provided. • Excellent collaboration skills and ability to communicate complex issues across departments and functional teams. • Flexibility and adaptability to take on additional responsibilities as appropriate. Compensation Kardium has listed the total cash compensation range (base salary + 5% Retirement Savings Plan contribution) that we expect to pay applicants for this role, as of the time of this posting. Pay offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, and business or organizational needs. For candidates with more or less experience than listed above, the pay range will be adjusted. As a permanent employee, you will also participate in Kardium’s stock option plan. • $62,000 - $85,000 (CAD Annually) Your Benefits & Well-being The total cash we’ve listed for this position includes a base salary, plus an annual contribution to a Retirement Savings Plan account to help support your financial goals. Comprehensive medical & dental coverage for all permanent employees – effective as of Day 1, with no waiting period. Work-day flexibility – we offer a flexible work environment for daily working hours. In addition, we provide 3 personal days per year. Support for you (and your dependents) overall well-being. Family building – we provide top up for maternity leave, adoptive leave, and parental leave for non-birthing parents. Employees can also enroll in benefit coverage for fertility drug treatment. Career progression and learning support. Professional membership support. Life at Kardium What makes us a great place to work? 1. Our Purpose 2. Our People 3. Our Culture At Kardium, we embrace diversity of background, experience, and perspective and we’re committed to inclusion and equity at every level. We encourage applications from all qualified candidates who represent the full diversity of all communities. We collaborate with Employee Resource Groups (ERGs), as volunteer-led groups who share a common dimension of diversity and come together to provide support, education, and other opportunities across Kardium. Examples of our ERGs include Women ERG, Pride ERG, Race Ethnicity & Cultural Heritage (REACH) ERG, Truth & Reconciliation ERG, Persian ERG, Chinese ERG, Barangay Kardium (Filipino) ERG, Irish ERG, Brazilian ERG, and Early Career at Kardium ERG. As part of your application, we encourage you to note if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). There will be an optional section in the application form where you can provide this information to the recruitment team. And our employees think we are great too – check out Glassdoor to learn more!