layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Application Support Specialist, Canada Media Applications (Temp) at Horizon Media

Day-to-Day Application Support & Service Management
· 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.
Canada Implementation, Conversion & Stabilization Support
· 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.
Application Administration, Access & Controls
· 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.
Documentation, Reporting & Continuous Improvement
· 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.
Who You Are
· 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.
Required Qualifications
· 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.

Application Support Specialist, Canada Media Applications (Temp)

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