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

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).