Sustenance Engineer Finance

Job Description

We are looking for a skilled Core Financial Support Specialist with strong expertise in Oracle R12 ERP Financial modules, specifically Accounts Receivable (AR), Accounts Payable (AP), General Ledger (GL), Purchasing (PO), and Fixed Assets (FA). The ideal candidate will be responsible for providing direct support to end-users, troubleshooting system issues, and fostering customer satisfaction by ensuring efficient and effective support. In this role, you will serve as a point of escalation, interface with application vendors, and contribute to problem management and continuous improvement in service delivery.

Responsibilities

• User Support : Provide direct support to users by addressing issues related to system functionality and software applications.
• Issue Resolution : Troubleshoot and resolve technical incidents and escalate as needed, coordinating with software vendors when required.
• Customer Satisfaction : Build a customer-centric culture by ensuring quick and effective resolution of issues, fostering confidence among users.
• Incident and Problem Management : Participate in SLA breach reviews and major incident reviews, helping guide problem management to identify corrective actions for repeat issues.
• Technical Troubleshooting : Work closely with developers to address and resolve technical concerns impacting application users.
• Leadership Communication : Engage with leadership to communicate support activities, including weekly service review calls, ticket backlog reviews, SLA breaches, and ITSM change board reviews.
• Documentation : Develop and maintain knowledge transfer documentation and customer-facing support materials to facilitate effective user self-service and reduce support requests.
• Best Practice Collaboration : Collaborate with external peers to determine and implement best practices within the support process.
• System Performance Monitoring : Regularly review and monitor system performance, ensuring adherence to downtime procedures, policies, and objectives.

Must-Have Skills

• Oracle R12 ERP Financial Expertise : Minimum of 4 years of experience working with Oracle R12 ERP modules, particularly in Financial modules such as Accounts Receivable (AR), Accounts Payable (AP), General Ledger (GL), Purchasing (PO), and Fixed Assets (FA).
• Configuration Knowledge : Strong understanding of out-of-the-box Oracle R12 setups and configurations.
• Technical Proficiency : Hands-on experience with SQL, PL/SQL, and XML Publisher for reporting and customization.
• Customer Service Orientation : Demonstrated ability to provide exceptional customer service with a focus on building user confidence and satisfaction.
• Communication Skills : Excellent verbal and written communication skills to effectively interact with users, developers, and leadership teams.

Good-to-Have Skills

• Zuora RevPro Experience : Experience with Zuora RevPro is a plus, as it will help in managing revenue recognition processes.
• Problem-Solving Skills : Ability to analyze recurring issues and actively participate in developing long-term solutions.
• Documentation Skills : Skilled in creating detailed support documentation and knowledge transfer materials for customer-facing use.
• Leadership Engagement : Comfortable with interacting with leadership teams, conducting service review calls, and reviewing change requests and service requests.
• System Performance Knowledge : Familiarity with system performance monitoring and proactive issue identification.
  

Preferred Personal Attributes

• Attention to Detail: Strong focus on detail, especially when documenting processes, troubleshooting, and monitoring system performance.
• Proactive Mindset: Takes initiative in problem management, support tasks, and identifying areas for improvement.
• Adaptability: Ability to adjust to dynamic work environments and evolving user support needs.
• Team Player: Willingness to collaborate effectively with peers, both within and outside the organization, to adopt best practices.

Educational Qualifications

• Bachelor s degree in Information Technology, Business, Accounting, Finance, or a related field is preferred.

This position offers a collaborative and customer-focused environment that emphasizes continuous improvement, effective communication, and strong customer service values.

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Connecting End to End

(Customer Centricity, Teams working across Boundaries) As teams and individuals, we collaborate across our internal organization boundaries to get things done. I know my role contributes to the wider success of our organization. We have an agile approach on how we work, where we can learn fast and re-adjust our approach as we see fit. I can raise issues about my team's performance, and they will be taken seriously without negative consequences to me. Take a quick assessment(2/4)

Everyone as Innovator

Regardless of the work level, everyone can express their thoughts without fear of consequences. One of our strengths as an organization is a high level of trust that encourages the open exchange of information and ideas across different work areas. If the data and evidence do not support my approach, I am open to changing and re-assessing my approach. Take a quick assessment(3/4) (Fail/Learn Fast) Innovation is so important to our organization that it is reflected in our performance metrics. Change does not come naturally to me and I try to avoid it where I can. Take a quick assessment(4/4)

Courage to Act

Our organization is always challenging us to do things in a different way. (e. g "Do it like a startup"). Our leaders share with us their failures and how they learn from their mistakes. My team adapts quickly when things change.

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