Application Support Specialist - Canada Media Applications

Job Description

Who We Are

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.

Job Summary

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.

What You'll Do

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.

Preferred Qualifications

·        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 & Organizational Details

·        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: $1,538.46 to $1,923.08 a week. A successful applicant’s actual weekly or hourly rate may vary based upon, but not limited to, skill sets, experience and training, licensure/certifications, and equity. 

#LI-AB1

#LI-Hybrid

#LI-HMI

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.