{"id":2774,"date":"2026-04-21T12:57:31","date_gmt":"2026-04-21T17:57:31","guid":{"rendered":"http:\/\/home.trillys.com\/home\/?p=2774"},"modified":"2026-04-21T12:57:31","modified_gmt":"2026-04-21T17:57:31","slug":"intermediate-help-desk-specialist-sap-drmis","status":"publish","type":"post","link":"http:\/\/home.trillys.com\/home\/careers\/intermediate-help-desk-specialist-sap-drmis\/","title":{"rendered":"Intermediate Help Desk Specialist (SAP \/ DRMIS)"},"content":{"rendered":"<p>Trillys Systems is a technology consulting firm that specializes in providing innovative solutions to various industries. We are currently seeking a Intermediate Help Desk Specialist for a 2.5-year contract position.<\/p>\n<p><strong>Role Summary<\/strong><\/p>\n<ul>\n<li>Provide Level 2 helpdesk support for SAP or DRMIS environments, ensuring timely resolution of user issues across functional, technical, and process\u2011related areas.<\/li>\n<li>Support large enterprise environments (1,000+ users) through phone, email, and ticketing systems.<\/li>\n<li>Deliver expert assistance using SAP Solution Manager (SAP SOLMAN) for incident management, problem tracking, and system documentation.<\/li>\n<li>Act as a key liaison between end users, functional teams, and technical support groups to ensure continuity of operations.<\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><strong>Key Responsibilities<\/strong><\/p>\n<ul>\n<li>Provide Tier 2 support for SAP or DRMIS incidents, service requests, and functional inquiries.<\/li>\n<li>Troubleshoot user issues related to PM, MM, WFM, DFPS, or other SAP\/DRMIS modules.<\/li>\n<li>Log, track, and resolve incidents using SAP SOLMAN or equivalent ITSM tools.<\/li>\n<li>Escalate complex issues to functional or technical teams with clear documentation and analysis.<\/li>\n<li>Assist users with navigation, transactions, data entry, and process execution in SAP\/DRMIS.<\/li>\n<li>Maintain knowledge base articles, troubleshooting guides, and user support documentation.<\/li>\n<li>Support onboarding and training activities by guiding users through system processes and best practices.<\/li>\n<li>Monitor ticket queues, ensure SLA compliance, and provide status updates to stakeholders.<\/li>\n<li>Participate in system testing, validation, and release activities as required.<\/li>\n<li>Contribute to continuous improvement of helpdesk workflows, processes, and service quality.<\/li>\n<\/ul>\n<p><strong>Mandatory Qualifications<\/strong><\/p>\n<p><strong>\u00a0<\/strong><strong>\u00a0SAP or DRMIS Experience (36 Months)<\/strong><\/p>\n<p>The resource must demonstrate at least <strong>36 months (within the last 60 months)<\/strong> performing <strong>one<\/strong> of the following:<\/p>\n<ol>\n<li>Combined work experience on tasks c, e, f, g, j from Annex A, Section 4.3.1, <strong>within SAP or DRMIS<\/strong>, <strong>OR<\/strong><\/li>\n<li>Work experience aligned with <strong>TBIPS Stream 4 \u2013 Business Services, B.10 Helpdesk Specialist<\/strong>, including:\n<ul>\n<li>User support and troubleshooting<\/li>\n<li>Incident logging and tracking<\/li>\n<li>Problem resolution and escalation<\/li>\n<li>User guidance and process support<\/li>\n<li>Documentation and knowledge base maintenance<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><strong>SAP Solution Manager (SAP SOLMAN) Experience (24 Months)<\/strong><\/p>\n<ul>\n<li>Minimum <strong>24 months (within the last 60 months)<\/strong> using SAP SOLMAN for:\n<ul>\n<li>Incident and problem management<\/li>\n<li>Ticket lifecycle tracking<\/li>\n<li>System documentation<\/li>\n<li>Change and release support<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Large\u2011Scale Helpdesk Support (24 Months)<\/strong><\/p>\n<ul>\n<li>Minimum <strong>24 months (within the last 120 months)<\/strong> providing SAP or DRMIS helpdesk support <strong>by phone and email<\/strong> for an environment of <strong>1,000+ users<\/strong>.<\/li>\n<li>Must include examples of:\n<ul>\n<li>High\u2011volume ticket handling<\/li>\n<li>SLA\u2011driven support<\/li>\n<li>Multi\u2011channel communication<\/li>\n<li>Coordination with functional and technical teams<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Rated Technical Criteria <\/strong><\/p>\n<p><strong>\u00a0<\/strong><strong>SAP\/DRMIS Module Experience (24 Months)<\/strong><\/p>\n<p>Minimum <strong>24 months (within the last 120 months)<\/strong> working with at least one of the following modules:<\/p>\n<ul>\n<li>Plant Maintenance (PM)<\/li>\n<li>Material Management (MM)<\/li>\n<li>Workforce Management (WFM)<\/li>\n<li>Defence Force &amp; Public Security (DFPS)<\/li>\n<\/ul>\n<p><strong>Additional Qualifications<\/strong><\/p>\n<ul>\n<li>Canadian secret clearance is an asset.<\/li>\n<\/ul>\n<p><strong>Additional Competencies<\/strong><\/p>\n<ul>\n<li>Strong customer service orientation with excellent communication skills (phone, email, written).<\/li>\n<li>Ability to analyze user issues, identify root causes, and provide clear, actionable guidance.<\/li>\n<li>Experience supporting structured ITSM processes (incident, problem, change).<\/li>\n<li>Ability to work in high\u2011volume, SLA\u2011driven environments.<\/li>\n<li>Strong documentation skills for tickets, knowledge bases, and user instructions.<\/li>\n<li>Familiarity with DND\/CAF operational environments is an asset.<\/li>\n<\/ul>\n<p><strong>Location<\/strong><\/p>\n<p>On-site &amp; remote (hybrid)<\/p>","protected":false},"excerpt":{"rendered":"<p>Trillys Systems is a technology consulting firm that specializes in providing innovative solutions to various industries. We are currently seeking a Intermediate Help Desk Specialist for a 2.5-year contract position. Role Summary Provide Level 2 helpdesk support for SAP or &hellip;<\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[3],"tags":[],"_links":{"self":[{"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/posts\/2774"}],"collection":[{"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/comments?post=2774"}],"version-history":[{"count":1,"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/posts\/2774\/revisions"}],"predecessor-version":[{"id":2775,"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/posts\/2774\/revisions\/2775"}],"wp:attachment":[{"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/media?parent=2774"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/categories?post=2774"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/home.trillys.com\/home\/wp-json\/wp\/v2\/tags?post=2774"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}