This position involves the provision of functional support to managed services customers for Oracle EBS and Fusion across Financials, Procurement and Projects. This will involve dealing with incidents, requests, changes and problems while liaising with technical support and service delivery teams.
The role is predominantly remote though it may involve occasional visit to internal offices and client sites.
Responsibilities
End-to-end support of Oracle customers through Incident, Problem and Change management.
Ad hoc project requirements (providing estimates and implementing changes)
Providing advice and guidance to customers verbally or in writing on a timely basis, according to defined SLAs.
Take the lead on individual service improvement initiatives identified by the Team Lead / Team, and ensure their delivery
Proactively analyse and identify repeating issues and problems in order to fix problem, provide workarounds and/or create knowledge document in line with problem management practices.
Identify and contribute towards continuous improvement of Standard Operating Procedures and Support Documentation.
Provide technical input to client reviews
Maintain and develop technical knowledge and skills
Assist in functional pre-sales and support transitions
Provide support on a 24x7 basis for critical incidents via shift rotation
Evaluate and promote new technologies and enhancements
Qualifications
4-6 years experience, supporting Financials, Procurement and Projects within Oracle Fusion as necessity with hands on experience supporting Oracle EBS desirable.
Excellent communication and customer engagement skills
Experience of working in a managed services team
Functional understanding, along with exposure to areas such as Human Resources and Payroll as well as writing SQL queries
ITIL awareness and experience
Certified by Oracle in Fusion for Financials and Projects.