Help Desk Specialist – ERP/SAP Customer Support

About the role

New Value Solutions is looking for a full‑time Help Desk Specialist to provide ERP/SAP customer support for a public‑sector client in the National Capital Region. The role focuses on incident monitoring, ticket triage, business process improvement and reporting.

Key responsibilities

• Monitor, triage and prioritize trouble tickets from the ERP/SAP user community.
• Escalate tickets into incidents, change requests or business requirement documents as needed.
• Perform business analysis of ERP/SAP incidents to identify information, procedures and decision workflows.
• Compile, prioritize, distribute and follow up on ERP/SAP incidents and ensure timely resolution.
• Support the Technical Authority in scoring and prioritizing incidents and change requests.
• Evaluate procedures, database content, application subsystems and reporting methodologies for improvement opportunities.
• Establish acceptance test criteria with clients and prepare reports, briefing materials and status updates.

Required profile

• 5+ years of experience reporting and monitoring incidents within IT applications.
• 3+ years using SAP Solution Manager and SAP Plant Maintenance.
• Experience in incident management and problem solving in a SAP environment.
• College diploma or certificate in engineering, science or related technical field, or equivalent experience.
• Fluent English; bilingualism an asset.
• Eligible for a Government of Canada Secret security clearance.
• Ability to work in a hybrid/on‑site model in the Ottawa‑Gatineau area.

Required skills

• SAP Solution Manager
• SAP Plant Maintenance
• Microsoft Office suite
• Microsoft SharePoint
• Microsoft Teams
• Microsoft Planner
• Microsoft Access
• Electronic records/document management systems
• Adobe PDF Reader