AddressResponsibilities:
- Manage service desk Oracle EBS and Oracle Cloud Applications support queue, gather support details, and resolve incidents within established SLAs
- Primary focus to resolve Incident and Problem management related to the Oracle Supply Chain Planning Cloud application and related OIC integration
- Daily review and triage of the Oracle Supply Chain Planning Cloud, Supply Planning “Plan Load’ errors/exceptions; investigate, analyze, and resolve errors by directly correcting or reaching out to responsible parties
- Monitor and triage Oracle Supply Chain Planning Cloud/EBS integration errors and triage for resolution; escalate to appropriate technical team as needed
- Identify and provide workarounds to end users when a root cause resolution is not possible in the near term
- Identify reproducible incidents without a permanent resolution and promote them to Known Problem status for evaluation
- Ensure all incident communication is properly documented in ServiceNow
- Work with end users to gather all relevant documentation related to incident support
- Perform functional configuration and maintenance for ERP systems based on changing operational and business needs
- Research transactional issues, identify root cause and drive resolution
- Empower end users and Subject Matter Experts by providing “how-to” training when needed to resolve incidents based on improper system usage
- Create documentation such as “how-to” documentation for incorporation into the ServiceNow Knowledge Base
- Analyze existing support processes and identify areas for improvement or optimization
- Assist in the testing and deployment of Oracle upgrades and Patches
- Co-ordinate with cross-functional team and leverage expertise to drive efficiency opportunities by identifying people, process and technology gaps
- Collaborate closely with Intralox DS Equipment Oracle team, PM, and BRM as needed assign, and escalate incidents needing development effort or configuration changes to the proper functional or technical team
Requirements:
- B.S. in Computer Science, Information systems, or related curriculum
- Minimum 5 years hands-on experience working as an Oracle E-Business Suite (EBS) Support Analyst in a complex, multi-organization business environment
- Minimum 2-3 years’ experience in implementation or supporting Oracle Advanced Supply Chain Planning (ASCP) or Oracle Supply Chain Planning Cloud
- Expertise with Oracle EBS, with an emphasis on Order Management, Procurement, Discrete Manufacturing modules
- Highly Preferred: 2+ years’ experience in Oracle Supply Chain Planning Cloud Supply Planning and Demand Management
- Interest in and passion for learning and working in a fast-paced environment
- Strong functional knowledge of Oracle R12.2 is necessary
- Experience in Oracle Fusion Cloud Applications is preferred
- SQL expertise to support technical analysis and discovery for troubleshooting issues
- Experience working within a professional IT organization in a support/analyst or QA capacity
- Experience working with ServiceNow or similar service desk platforms
- Strong interpersonal and communication skills: Ability to communicate technical concepts to non-technical resources
- Strong grasp and understanding of ITIL and ITSM principles and best practices
- Professional customer-focused approach in helping users solve problems
- Limited travel required
#LI-Remote
