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Product Support Champion
Technip Energies
posted 3mon ago
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Flexible timing
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Job Description
Analyst will be responsible for 1 st /2 nd line support of Oracle Cloud Fusion. It is a techno/functional role which will require both functional/technical expertise to work within a controlled IT environment with a 3rd party managed service (infrastructure) partner. You will be required to engage with stakeholders across the organization to resolve issues.
Main Accountabilities
- Responsible for providing incident resolution, change input and release controls on ORACLE FUSION CLOUD application and all interfaces to this system at second and third line functional level
- Provide resolution of all functional incidents within the Fusion application and on Core HR, Talent, Compensation and Benefits, ORC and interfaces to third party applications
- Coordinate technical tasks and deliverables for Fusion Application and related technology projects
- Document resolutions to promote knowledge sharing for team and customers
- Co-ordinate testing with end users and or global team
- Understands and follows Change Control Requirements
- Validates and resolves all incidents or determines if they are required to be escalated to company chosen programme or other Partner for external support or other interface support teams (either internal or external)
- Work with SOX, Internal Controls and audit support teams as needed to meet audit requirements ensuring that regulation and change management requirements are met
- Maintain ownership of incidents to ensure that they are remediated within SLA and to agreed quality measures
- Identify solutions for streamlining of business processes in Fusion Application to meet business needs, including functional setups, personalizations, interfaces, customizations, extensions and reports
- Participate as technical/Functional contributor on Fusion Application projects to be delivered on time, within budget and with high quality, including our planned enhancement programme
- Actively Participate in weekly Global Team meeting on current issues and escalations.
Works under close supervision in execution of the following activities
- Following instructions for carrying out scheduled activities, ensuring quality adherence
- Prioritization and triage of service requests & incidents to determine how they should be treated
- Monitoring the service request & incident queues and escalating to manager as appropriate
- Documentation maintenance, local and group
- Communication announcements
- Assist with P1 monitoring and escalations
- Providing reporting to underpin SLAs
- Responding appropriately to system failures
- Level 1 & Level 2 analyse & troubleshooting of application tasks as directed
- Monitor & resolved workflow errors for certain ERP processes
- Onboarding activities as required by each region
- Updating of 3rd party tools
- Run or assist with Ad-hoc projects as required
- Other duties as directed by the Support Manager & Global ERP Support and Operations Manager
Required for position:
- Solid customer service/client facing experience
- 8 to 10 years of experience in Core HR, Talent and Compensation and Benefits.
- 8 to 10 years of experience in Integration of Core HR with various upstream or Downstream applications.
- 8 to 10 years of experience in supporting Compensation Campaign, Performance Appraisal campaigns, and Bonus Campaigns.
- Understanding of Payroll process.
- Understanding of Data Confidentality and Sensitivity.
- Experience in Securty Design.
- Experience with multiple Technologies such as: SQL, Workflow, Data Loader
- Understanding of external interfacing.
- Incident Management system
- Working in a controlled release environment using change management tools
- Experienced in creating documentation
Preferred:
- Degree
- ITIL qualification
- Advanced Oracle Fusion qualifications
- Experience with the following technologies such as: Alerts, BI Publisher, ADI, API
- Experience is producing incident resolution documentations
- Experience working in a SOX Compliant organisation
- Sound planning, time-management & communication skills
- Ability to learn quickly, pick up new techniques & principles & implement them appropriately
- Enjoy working in a fast-paced environment where priorities can change often, therefore the ability to work in a self-directed fashion adjusting priorities as required
- Strong Customer Service ethic and presentation
- Show strong initiative, proactive and persuasive
- Flexible working hours during peak business periods
Technical/General Competencies
- Incident Management System use
- Service Now incident management module.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
Technip Energies Benefits
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