DAI Support Subject Matter Expert

MDW Associates•Virginia Beach, VA

3d•$90,000 - $150,000•Onsite

About The Position

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 Virginia Beach, Virginia. 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.