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Sr. Associate, Customer Support Project Management (L2)

Reference #33856

Waterdown, ON

About L3HARRIS WESCAM 

As a subsidiary of L3Harris Technologies and within the Integrated Mission Systems Segment, the WESCAM division develops the most advanced optical sensor and targeting systems for global defense and military sectors, National Security, Search & Rescue and Airborne law enforcement agencies. From long-range covert surveillance missions to search and rescue operations, our MX-series systems, and the mission systems solutions they are a part of, produce stabilized high-magnification electro-optical and infrared images from airborne, marine and ground based platforms, enabling our customers to see first and act first.

About the Role

The Customer Service Group (CSG) is looking for a new member to provide user support for our Infor LN ERP system and the sessions used to manage the Customer Service business. The ideal candidate will be responsible for troubleshooting user support issues and implementing new enhancements to processes and software extensions.  As part of this role, you will become a subject matter expert of the Infor LN Service Modules and management of defect tracking for support requests. This role will allow you to continue to develop your career as a Business Analyst, which can lead to future skills in requirements definition and data management. 

Primary Responsibilities 

• Serve as a subject matter expert (SME) for all Service session components of the ERP software (Infor LN) and related applications for the Customer Service Group.
• Provide direct end user support, and work with management and other cross-functional teams to identify, investigate, and resolve issues.
• Process user-initiated data maintenance requests in ERP-LN. 
• Partner closely with Customer Service, Information Technology (IT), Service Operations, Program Management, Configuration Management and Finance teams to ensure effective functionality and data integrity of the service events within the ERP system.
• Submit and document DevOps enhancement requests, collaborating with developers to test, validate and approve system improvements prior to production deployment.
• Act as a liaison between IT and CSG stakeholders during testing phases to ensure business needs and technical requirements are aligned.
• Coordinate and participate in Regression, System Integration and User Acceptance testing to ensure high quality releases and minimal disruption to production environments.
• Conduct proactive system reviews and audit reports to verify accurate application data and maintain ongoing data quality assurance.
• Troubleshoot and perform root cause analysis on system failures, recommending preventative solutions to improve system reliability.
• Deliver status updates and produce specialized reports as needed to support project transparency and progress tracking.
• Serve as the primary contact for remote team members to resolve connectivity issues in coordination with IT and maintain and update Third Party Connection Agreements and IT Control plans for remote access management.
• Ensure accurate setup and configuration of new remote team members across all relevant systems.
• Assist in managing the Business Process Management System (BPMS) for the In-Service team, ensuring processes are efficiently maintained and compliant. Assist in annual BPMS documentation review cycles, including redlining and updating process documents and flows.

Required Capabilities

• Strong knowledge of Tier 1 ERP applications preferably Infor LN.
• Proven ability to analyze, troubleshoot, and resolve system issues through cross-functional collaboration.
• Strong technical aptitude with experience in system testing methodologies, DevOps, or other defect tracking systems.
• Demonstrated ability to translate business needs into technical specification and enhancement requests, for a developer to write code.
• Effective communication and interpersonal skills, with experience coordinating between IT, business stakeholders, and end users.
• Strong organizational and time management abilities, capable of prioritizing multiple tasks in a dynamic environment
• Analytical mindset with attention to detail and a commitment to data integrity and continuous improvement.
• Knowledge of data governance, change management and system control best practices.

Desired Education and Experiences 

• Bachelor’s Degree and a minimum of 2 years of prior related experience or 2 years post-Secondary Degree and a minimum of 6 years of prior related experience.
  • Graduate Degree or equivalent with 0 to 2 years of prior related experience.
• Experience supporting users within a Tier 1 ERP application
• Business experience in an aerospace or manufacturing environment
• Strong customer service skills, and served as part of a motivated and diverse team

*This posting is for a current vacancy.  In the province of Ontario, Canada, the pay range for this position will be $62,500 to $112,500 

At L3Harris, we foster an inclusive and equitable workplace. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. For applicants with disabilities, we will provide you with accommodation so that you have what you need in order to be at your best.

L3Harris performs background checks prior to employment as all applicants must be eligible for registration with the Controlled Goods Program and obtain and maintain a positive security assessment. Some positions may require a government of Canada “Reliability” status and/or Level 2 (Secret) security clearance. In addition, L3Harris performs pre-employment substance abuse testing where required.