About Compugen Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview:

We are seeking a Helpdesk / End User Support Specialist (Level 2) to provide support within a large, security-sensitive, SAP-based enterprise environment. This role operates within a regulated government setting and requires a resource with strong hands-on experience supporting enterprise users, formal IT Service Management (ITSM) processes, and SAP Solution Manager (SOLMAN).

This is not an entry-level position. The successful candidate will operate independently with minimal oversight, supporting a high-volume user base while ensuring adherence to strict security, operational, and service delivery standards. The role requires a balance of technical troubleshooting, stakeholder support, and disciplined ticket and process management.

Key Responsibilities:

• Provide Level 2 Helpdesk / End User Support for SAP-based environments, including ERP systems aligned to DRMIS
• Troubleshoot incidents and service requests using ITSM tools, ensuring timely resolution and escalation where required
• Support users through multiple channels including phone, email, remote tools, and onsite presence
• Log, track, prioritize, and resolve tickets in accordance with ITIL-based service management practices
• Utilize SAP Solution Manager (SOLMAN) for incident tracking, monitoring, and support activities
• Collaborate with functional, technical, and application support teams to resolve complex issues
• Escalate issues appropriately and provide clear documentation and communication throughout the resolution lifecycle
• Ensure compliance with security protocols, data handling procedures, and organizational policies in a regulated environment
• Participate in change management, service improvement initiatives, and documentation updates
• Support a large enterprise user base (1,000+ users), maintaining high service quality and responsiveness
  
  
  

Skills & Qualifications:

• Active Government of Canada Secret security clearance (mandatory)
• Minimum 36 months of recent experience (within the last 60 months) providing Helpdesk / End User Support in a large enterprise environment
• Minimum 24 months of recent experience (within the last 60 months) using SAP Solution Manager (SOLMAN)
• Minimum 24 months of experience providing Helpdesk support for SAP or ERP-based systems
• Proven experience supporting 1,000+ users in a high-volume environment via phone and email
• Strong experience working within formal ITSM frameworks and tools (e.g., ServiceNow, Remedy, Assyst, JIRA, Topdesk)
• Solid understanding of incident, problem, and change management processes (ITIL-aligned)
• Experience working in large enterprise or federal/government environments is highly preferred
• Strong troubleshooting, communication, and documentation skills with the ability to work independently
• Comfortable working in a hybrid model with regular onsite presence in secure facilities (up to :3 days/week)
  
  
  

Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

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