Oracle Cloud ERP Support Specialist - (Finance & Supply Chain Management Modules)
6+Months
Minneapolis, MN (Onsite)
Role Summary:
The Oracle Cloud ERP Support Specialist will primarily provide front-line assistance for Oracle Cloud ERP's finance and supply chain management modules. The Specialist is expected to swiftly respond to initial user incidents, employ straightforward technical solutions or workarounds, handle user service inquiries, and escalate complex problems to a higher tier support group. The incumbent will act as the first point of contact for local users and will be responsible for tasks ranging from incident intake through various channels to user training on new system features.
Key Responsibilities:
- Serve as the first point of contact for local Oracle Cloud ERP users, addressing incidents via phone, email, or IT Service Management (ITSM) system.
- Assess and mitigate level 1 incidents and service requests, ensuring efficient resolution.
- Document and verify issues, collect essential evidence such as logs, screenshots, and system configuration details, and perform preliminary analysis to diagnose integration-related problems.
- Implement established solutions or documented procedures; contribute local insights to the knowledge management system.
- Promptly escalate advanced functional, technical, or integration issues to the central Level 2 support team as needed.
- Maintain effective communication regarding incident status, and ensure a timely resolution process; finalize incidents in the ITSM system with detailed resolution notes.
- Facilitate user access management, process role provisioning requests, and provide elementary training on updated features.
- Collaborate with the higher-level support team to report and discuss repetitive issues and to drive improvements.
Required Technical Skills & Experience:
- Direct hands-on experience with Oracle Cloud ERP support, particularly in the Finance and Supply Chain Management modules.
- Proficiency in understanding and troubleshooting integrations, including diversified technologies like REST/SOAP APIs, flat files, and Oracle Integration Cloud services.
- Capable of interpreting logs, recognizing error messages, and collecting diagnostic information.
- Basic knowledge of SQL for conducting simple database inquiries and verifications (collaboration with Database/Business Intelligence teams as necessary).
- Prior use of ITSM platforms (e.g., ServiceNow, Jira, Remedy) and familiarity with established incident management processes.
- Understanding of role-based access control and familiarity with user account management procedures within Oracle Cloud.
Desirable Qualifications:
- ITIL Foundation certification is a considerable advantage.
- Oracle Cloud-specific certifications or training are highly valuable.
Soft Skills & Behaviors:
- Commitment to delivering exceptional customer service, with effective and composed communication skills when interacting with business users.
- Capable of problem-solving and diagnosing issues in a methodical and logical manner.
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