Order Management (OM) Support Specialist (Sustenance Engineer -OM)

Responsibilities
User Support: Provide direct support to users, addressing issues related to system functionality  and software.
Issue Resolution: Troubleshoot and resolve technical incidents, serving as the escalation point  and collaborating with software vendors if necessary.
Customer Satisfaction: Foster a culture of customer satisfaction through proactive support and  reliable troubleshooting.
Incident Management: Participate in SLA breach and major incident review processes and  ensure compliance with service-level agreements.
Problem Management: Identify repeat incidents and guide problem management processes to determine corrective actions.
Technical Collaboration: Work with developers to resolve technical concerns, particularly those
impacting application users.
Service Communication: Conduct weekly service review calls, reviewing ticket backlogs, SLA
breaches, ageing tickets, and coordinating ITSM change board reviews for change requests and  service requests.
Documentation: Develop and maintain knowledge transfer and customer-facing support  documentation.
Collaboration and Best Practices: Collaborate with peers and external teams to establish and
facilitate best practices.
System Monitoring: Regularly review and monitor system performance and ensure adherence
to downtime procedures and departmental policies.
Must-Have Skills
Oracle R12 ERP Expertise: Minimum of 7 years of experience with Oracle R12 ERP, with an
emphasis on Order Management, Service Contracts, and Supply Chain modules.
System Configuration Knowledge: Strong understanding of out-of-the-box R12 setups and
configurations.
Technical Proficiency: Hands-on experience with SQL, PL/SQL, and XML Publisher.
Communication Skills: Excellent verbal and written communication skills to interact effectively
with both users and leadership teams.
Customer Service Orientation: Strong sense of customer service with the ability to build user
confidence and satisfaction.
Good-to-Have Skills

Problem-Solving Abilities: Ability to analyze recurring issues and contribute to the development  of long-term solutions.
Documentation Skills: Experience in creating detailed support documentation and knowledge  transfer materials for both internal and customer-facing use.
Leadership Engagement: Comfortable interacting with leadership, providing updates on support  activities, and taking part in service review calls and change board reviews.
System Performance Monitoring: Knowledge of system performance monitoring and a  proactive approach to addressing potential issues.
Collaborative Mindset: Ability to work collaboratively with peers, both within the organization  and externally, to adopt best practices.
Preferred Personal Attributes
Attention to Detail: Keen eye for detail in documentation, troubleshooting, and system monitoring.
Proactive Mindset: A proactive approach to problem management and support tasks.
Adaptability: Flexibility in responding to a dynamic work environment and changing support  needs.
Customer-Focused: Dedicated to ensuring a positive customer experience and promoting a  customer-first culture within support operations.
Educational Qualifications
Bachelor s degree in information technology, Computer Science, Business, or a related field is preferred.
Work Environment
This role offers a collaborative environment that emphasizes continuous improvement, customer satisfaction, and effective communication with both internal and external stakeholders. Note: Occasional support outside of regular working hours may be required to meet SLA and critical  support needs.