Oracle cloud functional support SME

We are looking for Oracle cloud Financials functional support role and Oracle cloud SCM functional support role . Please share your resume with rate and availability .

Location: Minneapolis, MN - ONSITE

1. Communication , support side, how service now ticketing system working knowledge.
2. know the basic level, cloud finance , supply chain.
3. Pass through to L3 support. Europe manages the
4. cloud basic understanding.
5. making sure to adhere to the SLAs

-Functional support for local business users of Oracle Cloud ERP.
-Triage incidents, perform basic fixes and workarounds, manage user requests, and escalate complex issues to the centralized team.
- Serve as the primary point of contact for local end users (incident intake via phone/email/ITSM).
-Triage and resolve level 1 incidents and service requests.
-Reproduce issues, collect logs/screenshots/config details, and perform initial troubleshooting for integration-related failures.
-Apply documented workarounds and standard operating procedures; update knowledge base with local-specific notes.
-Coordinate timely escalations to centralized L2 for complex functional, technical or integration issues.
-Track incident status, communicate updates to stakeholders, and close tickets in ITSM with appropriate notes.
-Assist with user onboarding, role provisioning requests and basic training for new/changed features.
-Participate in regular calls with central L2 and share trends/recurring issues for continuous improvement.

Required technical skills & experience:
-Hands on experience supporting Oracle Cloud ERP (Financials/FSCM).
-Understanding of integrations (REST/SOAP APIs, flat files, Oracle Integration Cloud or middleware used).
-Ability to read logs and capture error payloads; familiar with error codes and how to gather diagnostic artefacts.
-Familiarity with SQL for simple queries and data checks (or ability to work with DB/BI team).
-Experience with ITSM tools (ServiceNow/Jira/Remedy) and standard incident management workflows.
-Knowledge of role based access control and user provisioning processes in Oracle Cloud.
-ITIL Foundation preferred Oracle Cloud certifications or vendor training a plus.

Soft skills:
-Strong customer service orientation; clear, calm communicator with business users.
-Good problem solving and diagnostic mindset; attention to detail in documenting steps and outcomes.
-Ability to prioritize under pressure and coordinate with remote/central teams.

Availability/Working Model:
-Local presence (Minneapolis) during business hours (onsite or hybrid as required by business).
-Target response times: acknowledge incidents within X minutes/hours, initial triage within Y hours (set per local SLA).

Escalation & Governance:
-Defined escalation matrix to centralized L2 (contacts, expected SLA for L2 response, required artefacts on hand before escalation).
-Clear acceptance criteria for escalation (repro steps, screenshots, logs, impacted users, business impact).

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-Authority limits for configuration changes and access provisioning (must follow change control).

• Mentorship Program


• Referrals


• Family and Wellness benefits


• Continuous Growth and Career Development