End-to-end support of Oracle customers through Incident, Problem and Change management.
Ad hoc project requirements (providing estimates and implementing changes)
Providing advice and guidance to customers verbally or in writing on a timely basis.
Maintain a record of all communication and actions in Inoapps IT Service Management and other activity tracking applications.
Take the lead on individual service improvement initiatives as requested and ensure their successful and timely delivery.
Proactively identify and drive automation opportunities to improve team efficiency including the use of AI where appropriate.
Proactively analyse and identify recurring Incidents and Problems to fix problem, provide workarounds and/or create knowledge document in line with problem management practices.
- Identify and contribute towards continuous improvement of Standard Operating Procedures and Support Documentation.
- Identify and manage risks to the customer and/or escalate to Service Delivery Manager / Customer Success Manager.
- Provide technical input to client reviews.
- Maintain and develop technical knowledge and skills.
- Assist in functional pre-sales and support transitions.
- Provide support on a 24x7 basis via shift rotation.
- Evaluate and promote new technologies and enhancements
Qualifications
- 8+ years of experience providing functional support for Oracle HCM & Payroll projects within and Oracle Fusion.
Payroll experience is essential, with a strong preference for candidates who also bring experience in solution architecture within a Managed Services environment.
Excellent communication and customer engagement skills.
Experience of working in a managed services team, focussed on driving continual evolution of the supported applications.
- Functional understanding, along with exposure to other modules such as compensation, learn and benefits as well as writing SQL queries.
- ITIL certification and demonstrable experience.
- Certified by Oracle in multiple Oracle Cloud HCM modules with a commitment to continued learning and certification.
