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Trenton, Ontario - Help Desk Specialist to support Aircraft Maintenance for a Defence based client
Trenton, Ontario - Help Desk Specialist to support Aircraft Maintenance for a Defence based clientS.i. Systems • Vancouver
Trenton, Ontario - Help Desk Specialist to support Aircraft Maintenance for a Defence based client

Trenton, Ontario - Help Desk Specialist to support Aircraft Maintenance for a Defence based client

S.i. Systems • Vancouver
30+ days ago
Job type
  • Full-time
Job description

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).


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Trenton, Ontario - Help Desk Specialist to support Aircraft Maintenance for a Defence based client • Vancouver

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