Trenton, Ontario - Help Desk Specialist to support Aircraft Maintenance for a Defence based client
S.i. Systems • Ottawa
Il y a plus de 30 jours
Type de contrat
- Temps plein
Description de poste
On behalf of our GoC Defence client, S.i. Systems is searching for ERP Help Desk Specialist (DRMIS Field Service Representative) to deliver embedded, front-line SAP/DRMIS support for aircraft maintenance organizations. Provides application and operational support services to the RCAF in support of DRMIS and SAP-based solutions. Responsible for incident management, business requirements development, reporting, documentation, and stakeholder communications in accordance with DND and RCAF procedures.
*On Site in Trenton*
Responsibilities
- Create, manage, and track Incident Reports (IRs) and Service Requests using SAP Solution Manager (SolMan).
- Provide Level 2 support including incident analysis, triage, coordination of resolution, and lifecycle validation.
- Develop business requirements and supporting documentation for incidents and enhancements.
- Communicate incident status and resolutions to RCAF clientele.
- Analyze incident trends, report findings to the Technical Authority, and maintain tracking tools.
- Provide data analysis, reporting, and requirements management using IBM DOORS; coach team members on tool usage.
- Produce required deliverables and prepare monthly status reports.
- Maintain version-controlled documentation libraries and comply with DND/RCAF QMS procedures.
Must Have Criteria:
- Secret Level Federal Clearance
- Minimum 10 years of experience providing Help Desk / Application Support services in an enterprise environment.
- Minimum 5 years of experience performing Level 2 support for SAP-based solutions.
- Demonstrated experience using SAP Solution Manager (SolMan) for incident and service request management.
- Demonstrated experience in incident analysis, triage, and lifecycle management.
- Experience producing professional documentation, reports, and status updates.
- Ability to work in accordance with established DND or government-standard procedures.
Nice to Haves:
- Experience supporting DRMIS within the Department of National Defence or RCAF environment.
- 3+ years of hands-on experience with IBM DOORS for requirements management, reporting, and analysis.
- Experience developing business requirements and supporting artifacts within SAP or enterprise systems.
- Experience performing trend analysis and providing recommendations to a Technical Authority.
- Experience coaching or training team members on tools, processes, or systems.
- Experience supporting SAP modules related to maintenance or logistics (e.g., Plant Maintenance).