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.
Skills Required
- 8+ years of experience providing functional support for Oracle HCM and Payroll within Oracle Fusion
- Payroll experience (essential)
- Experience in solution architecture within a Managed Services environment
- Excellent communication and customer engagement skills
- Experience working in a managed services team focused on continual evolution of supported applications
- Functional understanding/exposure to compensation, learning, and benefits modules
- Ability to write SQL queries
- ITIL certification and demonstrable ITIL experience
- Oracle Cloud HCM certifications in multiple modules and commitment to continued certification
- Availability to provide support on a 24x7 basis via shift rotation
What We Do
Inoapps is an award-winning global Oracle Partner. Trusted by our clients to deliver successful project outcomes using Oracle on-premises and Cloud solutions, we enable operational excellence and maximize the benefits of their Oracle investment. The Inoapps OneTeam methodology supports our customers with advisory consultancy, transformational implementations, enterprise change management, hosting services, training, managed support services and our own products. Inoapps works across a number of vertical industries, and has developed specialist centers in energy, engineering & construction, higher education and the public sector.
