POSITION OBJECTIVE
Act as a key liaison between Business and IT, responsible for capturing, analyzing, documenting and managing IT
application requests from business users.
Act as first‑level (L1) support for application‑related incidents and service requests managed through ServiceNow
ensuring timely resolution and effective communication with business users across regions.
Ensures that proposed solutions are aligned with business strategies, comply with global IT standards, architecture
& governance and follow best IT practices to deliver scalable, secure and value‑driven outcomes.
ROLE & RESPONSABILITIES:
Act as the primary point of contact for business users to capture IT application requests across regions.
Analyze business needs to identify real problems, objectives and value drivers.
Challenge and refine requests to ensure alignment with business strategy and IT roadmaps.
Translate business requirements into clear functional requirements, user stories and acceptance criteria.
Ensure requirements are complete, consistent, traceable and prioritized.
Propose functional solutions aligned with approved tools, platforms and enterprise architecture standards.
Assess solution options considering value, scalability, cost, risk and global reuse.
Ensure solutions comply with IT governance, security, data and compliance policies.
Collaborate with other IT technical teams to validate feasibility and design choices.
Balance global standardization with regional business needs.
Act as Level 1 (L1) support for application incidents and service requests logged in ServiceNow.
Perform initial analysis, troubleshooting, and resolution of application‑related issues.
Accurately classify, prioritize, and document tickets according to ITSM processes.
Ensure timely resolution of tickets within defined SLAs.
Escalate tickets to Level 2/3 support with complete analysis and context when required.
Identify recurring incidents and contribute to root cause analysis and problem management.
Propose corrective and preventive actions to reduce incident recurrence.
Create and maintain knowledge articles and troubleshooting documentation.
Contribute to continuous improvement of support processes and service quality.
Support functional teams by clarifying requirements during build and test phases.
Contribute to functional test cases and support User Acceptance Testing (UAT).
Validate delivered solutions against business requirements and expected outcomes.
Support deployment and post‑go‑live stabilization activities in projects.
Communicate clearly with business users regarding ticket status, resolution and next steps.
Act as a trusted partner between business, IT delivery teams and support teams.
Facilitate workshops, refinement sessions and solution reviews when needed.
Support governance forums by preparing documentation, impact analysis and solution summaries.
Ensure traceability between business requests, incidents, solutions and releases.
Follow BRP values and behaviors
Ensure a safe working environment and take full accountability for all safety related topics.
Enforce Quality BRP policy
Social Competences / personal requirements
Analytic, problem-solving working and structured working style
High stress tolerance
Positive communication style and promotion of BRP value fundamentals
Excellent interpersonal skills with good judgement of sensitive situations
Forward-thinking and business savvy.
Ability to set priorities and to perform tasks in a fast-paced environment.
TECHNICAL SKILLS:
SAP ECC / S4 (PP, MM, SD, LO,WM)
Service Now
SAP Manufacturing Execution
Process Mapping
IT Project Artifacts
Google Tools
QUALIFICATIONS:
Bachelor in: Bachelor: Computer Science, Information Systems Engineering or relevant field
3 Years in role similar
ACKNOWLEDGING THE POWER OF DIVERSITY
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs, and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
WELCOME TO BRP
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt, and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia, and Austria, with a workforce made up of close to 16,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.
www.brp.com
YouTube @CommunicationsBRP
