Senior NERP Helpdesk SME

Senior NERP Helpdesk SME

Location: Remote

Division: Redhawk Administrative Services

EEO Class: Professional

FLSA Classification: Exempt

Employment Class: Full Time-Salary

Position Summary:

Redhawk Administrative Services, LLC is seeking a Senior Navy ERP (NERP) Helpdesk Subject Matter Expert (SME) to provide high-level support for the Military Sealift Command (MSC) ERP Business Office (MEBO). This role requires extensive expertise in NERP functional areas, issue resolution, system support, business intelligence, user management, and release management. The SME will analyze, track, and resolve complex system issues while providing recommendations to enhance operational efficiency. They will lead a team of NERP Helpdesk analysts.

*This position is contingent upon contract award.

Essential Duties & Responsibilities:

Functional Expertise and Helpdesk Support

* Serve as a NERP SME in areas such as Finance, Funds Management, Project Systems, Controlling, Asset Management, Inventory Management, Procurement, Warehouse Management, Workforce Management, and Sales & Distribution.

* Provide technical support and issue resolution for problems submitted through the helpdesk, email, or other channels.

* Analyze, track, and document proposed resolutions for system discrepancies and complaints.

* Support users by validating compliance with business rules and explaining system changes.

Documentation and Process Improvement

* Assist in the review, update, and maintenance of key technical documentation, including: Functional Specifications, Business Transition Plans, Quality Defects, Engineering Change Proposals, and FIAR Audit Requests

* Develop and update white papers, process procedures, desk guides, and internal operating guides to improve system operations.

* Provide configuration management support for business process changes and system documentation.

Business Intelligence & Data Management

* Support reporting, analytics, dashboards, data warehousing, data governance, and security efforts.

* Assist with metrics collection, data transformation, and system migration.

* Identify and resolve data integrity issues in coordination with business process owners.

* Analyze and monitor batch job results, ensuring accuracy and recommending preventive actions.

* Support data archiving, extraction, conversion, and migration efforts.

User Management & Access Control

* Ensure end-users have proper system access and are in compliance with audit requirements.

* Provide role-mapping support, segregation of duties (SOD) analysis, and access control enforcement.

* Assist with periodic User Access Reviews (UARs) and SOD exception reporting.

* Facilitate cross-command User Management Working Group (UMWG) sessions.

* Guide users in role mapping, validation, and access request processing.

Release and Change Management

* Provide SME support for system releases, software changes, and business process updates.

* Support quality assurance, testing, and validation of new system capabilities.

* Assess and track system changes, documenting impacts on business operations and stakeholders.

* Maintain oversight of test management, release management, issue tracking, and defect resolution.

* Coordinate system scheduled maintenance and continuity of operations exercises.

System Evaluation & Stakeholder Support

* Assist in the evaluation, ranking, and prioritization of defects and engineering change proposals.

* Support system workflow configuration and maintenance efforts.

* Act as a liaison between end-users, system owners, and stakeholders, ensuring clear communication and effective issue resolution.

* Participate in working groups, Tiger Teams, and system improvement initiatives.

* Conduct on-site support at MSC HQ in Norfolk, VA, assisting with property conversions, assessments, and inventory processing.

Personnel Management

* Supervise and mentor Helpdesk analysts, ensuring they have the necessary tools, training, and support to analyze Helpdesk data.

* Coordinate with cross-functional teams, including financial analysts, IT personnel, and leadership, to align Helpdesk management processes with organizational objectives.

* Establish performance metrics for team members, provide regular feedback, and implement process improvements to enhance efficiency and accuracy in Helpdesk data reporting.

Education & Experience Requirements:
Education

* Bachelor's degree from an accredited institution in a relevant field.

* OR 7+ years of direct experience with Navy ERP or SAP Systems Applications Business Objects Tools in lieu of a degree.

System Experience

* Minimum 5+ years of relevant experience with NERP or SAP systems, including financial management, logistics, or workforce management modules.

* Proficiency in Microsoft Excel, Power BI, SQL, and other data analysis tools

* Must be proficient with Microsoft Applications (word, Excel, PowerPoint).

Experience

* Documented customer service experience, demonstrating the ability to support stakeholders and resolve ERP-related issues.

* Strong data analysis and management skills with measurable experience in analyzing, processing, and optimizing large datasets.

* Expertise in Microsoft Office applications (Word, Excel, PowerPoint) for data reporting and presentations.

* Strong written and verbal communication skills for reporting, documentation, and stakeholder engagement.

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Redhawk Administrative Services, LLC is an equal opportunity employer.In order to provide equal employment opportunities for all applicants and advancement opportunities to all employees, employment decisions at Redhawk Administrative Services will be based on merit, qualifications and abilities. Redhawk Administrative Services does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.