Job#: 3054606 Job Description: Service Desk Agent
Location: Daytona Beach, Florida (Hybrid)
Role Overview
We are seeking a Service Desk Agent to support our application environment. This role is crucial as we transition our systems to Oracle Fusion. The agent will be a key member of the Tier 1 and Tier 2 support team, managing and resolving application issues for our internal users. This position requires a candidate with strong troubleshooting skills, a deep understanding of order management workflows, and experience in a warehouse or distribution setting.
Key Responsibilities
- Provide Tier 1 and Tier 2 support for application issues, primarily related to Oracle Fusion.
- Manage ticket queues in ServiceNow, ensuring proper prioritization and adherence to SLAs.
- Troubleshoot and resolve incidents related to order fulfillment, inventory, procurement, and finance modules.
- Identify and analyze issue trends, and communicate findings to engineering teams for root cause analysis.
- Assist users with problems including printing issues, label generation, billing synchronization, and incorrect customer statements.
- Receive and log incidents via multiple channels, including the service portal, email, and Teams chat.
- Develop an understanding of business workflows, particularly in order management, from order placement to invoicing.
Required Qualifications
Experience:- 3+ years of troubleshooting experience, with a preference for experience with Oracle applications.
- Experience in a warehouse or distribution environment.
- Proficiency with the complete order management lifecycle: order entry, inventory allocation, picking, shipping, and invoicing.
Technical Skills:- Experience with a ticketing system, with a preference for ServiceNow.
- Knowledge of ERP systems, specifically Oracle Fusion and its various modules (e.g., warehouse management, order management, inventory, procurement, finance).
Professional Skills:- Customer service skills suitable for a fast-paced environment.
- Presentation skills for interacting with high-level leaders, including creating dashboards and report
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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