Provide end-user support and assistance, securing the resolution of issues and incidents within the ERP
The System Analyst is responsible for assisting the business on the resolution of issues in our Oracle ERP implementation ensuring the 1st / 2nd line support as a functional/technical expert within the different domains of the ERP, including Manufacturing & Supply Chain Management (SCM) modules.
She/He will manage the queue of incidents until resolution, working side-by-side along with the other Support team members (Business Analysts and System Analysts). Engage with stakeholders across the organization and our 3rd party managed service (infrastructure) partner respecting the established processes and procedures within the organization.
Other responsibilities will include:
Highlight/Identify major incidents to ERP Support & Operations management, documenting key process and quick guides to support other team members, business users and peers in implementation of the new systems and processes.
Coordinate technical tasks and deliverables and related technology projects
Produce and maintain documentation to promote knowledge sharing for team and customers
Coordinate testing with end users and or global team
Understand and follow Change Control Requirements
Validate and resolve all incidents, determining if they escalation is required to either: the program manager or other Partner for external support or other interface support teams (either internal or external)
Maintain ownership of incidents to ensure that they are remediated within SLA and to agreed quality measures
Identify solutions for streamlining of business processes for solutions to meet business needs, including functional setups, personalization's, interfaces, customizations, extensions and reports
Actively participate in weekly Global Team meeting on current issues and escalations.
Must have:
Excellent written and verbal communication in English
Extensive proven experience working as an Oracle ERP/Fusion Support Analyst or Functional Consultant for Oracle ERP Applications (Fusion Cloud)
Understanding of the ITSM frameworks relating to incidents, problems, and the change management lifecycle
Experience troubleshooting problems, including functional replication of issues, capacity of understanding and differentiate between technical and/or functional issues
Functional knowledge of modules like Inventory, Supply Chain, Manufacturing and Planning, as well as Oracle Fusion configuration and support, Inventory, Supply Chain, Manufacturing and Planning
Working in a controlled release environment using change management tools
Nice to have:
Oracle R12, PL/SQL knowledge
ITIL Certification
Experience with tools such as ServiceNow (incident management module), HPALM, PowerBI
Knowledge in other Oracle Fusion modules other than above ones
Work experience:
At least 5 years' experience in a similar or relevant role.
Start date : ASAP
