MDW Associates is seeking a
DAI Support Subject Matter Expert to support the Naval Special Warfare (NSW) Force's Defense Agencies Initiative (DAI) Enterprise Resource Planning (ERP) environment in San Diego, California.
The
DAI Support SME will provide Tier 1 Helpdesk support services to deliver timely, responsive, and customer-focused technical assistance to NSW Defense Agencies Initiative (DAI) users.
The
DAI Support SME may perform a combination of some or all of the following duties:
- Receiving, acknowledging, triaging, tracking, and resolving helpdesk trouble tickets in accordance with established Service Level Agreements (SLAs).
- Ensuring compliance with data protection requirements, including the prohibition of personally identifiable information (PII) in the SharePoint trouble ticket system.
- Maintaining accurate documentation within the SharePoint and Production Support Request (PSR) systems.
- Troubleshoot and resolve DAI system issues and user support requests in a timely and professional manner.
- Escalating issues beyond Tier 1 capabilities to the DAI Program Management Office (PMO).
- Providing user assistance through Microsoft Teams, office hours, and breakout sessions as needed.
- Developing and maintaining a government-approved support schedule that aligns with the NSW core operating hours.
- Accommodating users across multiple U.S. time zones to ensure consistent and effective support services.
Required Experience/Skills:- Experience supporting Enterprise Resource Planning (ERP) systems, financial management systems, or large-scale business applications.
- Experience performing helpdesk triage, troubleshooting, and resolution of user-reported issues in an enterprise support environment.
- Ability to communicate effectively with functional users, technical teams, Government stakeholders, and program management personnel.
- Experience handling sensitive information and adhering to Government data protection requirements, including proper handling of Personally Identifiable Information (PII).
- Ability to manage multiple priorities, meet established SLAs, and provide timely follow-up on unresolved issues.
- Proficiency with Microsoft Office Suite, including SharePoint, Teams, Excel, Outlook, and PowerPoint.
- Ability to work independently and collaboratively within a distributed support environment covering multiple time zones.
Preferred Experience/Skills:- Experience supporting Department of Defense (DoD), Navy, Naval Special Warfare (NSW), USSOCOM, or related organizations.
- Experience with DAI modules, Budget to Report, Cost Accounting, Procure to Pay, Oracle Time and Labor, OAS, and Order to Cash.
Education Requirements:- Bachelor's degree in Accounting, Finance, Business Administration, Information Systems, or a related discipline
- Minimum of 10 years experience supporting the DAI (Defense Agencies Initiative) / Oracle Financials environment
Security Requirements:- Public Trust - Candidates for this position must be submitted for a background investigation in order to satisfy government requirements.
Additional InformationWe offer a competitive and comprehensive benefits and compensation package for our employees, including but not limited to:
- Health
- Dental
- Vision
- Group Life Insurance/Long Term Disability/Short Term Disability
- Retirement/401(k)
- Flexible Leave Policy
All your information will be kept confidential according to EEO guidelines.
