Technical Application Support Analyst

Job description

• Provide all levels of support for end users of business applications, including Oracle Cloud Fusion ERP and Oracle Cloud Fusion HCM systems.
  • Provide support utilising procedures, FAQ, hints, and tips to support users troubleshoot error messages.
  • Manage their own service desk tickets and allocate to support person/group where relevant.
  • Identifying opportunities for both customer centric process improvement and internal efficiencies through continuously improving corporate systems, seeing these improvements from conception to completion.
  • Create and develop templates to share updates and information with users, including improvements, additional features, errors, outages, and downtime.
•  Provide technical administration, compliance, license monitoring and support of business applications. 
  
  • Configure approvals, workflows, design and configure security roles within Oracle, liaising with key groups in the business, e.g., payroll, HR, finance, governance.
  • Ensure exceptions/error reports are being investigated, communicated in a timely manner with application users/owners and vendors.
  • Ensure that scheduled integrations are monitored, functioning correctly and issues are resolved or escalated where required.
  • Assist with the implementation and/or upgrade of systems, including user acceptance testing and regression testing.
  • Configure and manage data integration and transformation (ETL) / ETL (Extract, Transform, Load) processes.
  • Ensure data accuracy and consistency and establish data governance standards.
• Proactively identify data risks and issues affecting the delivery and efficiency of processes and work with stakeholders to mitigate these risks.
• Proactively engage with customers and vendors to ensure business applications are meeting business requirements, escalating issues where appropriate.
• Maintain solid vendor relationships to ensure rapid resolution of issues and efficient utilisation of business-enhancing features.
• Gather and analyse information to ensure that business application proposals are appropriate and evaluated for the costs and benefits.
• Continuously improve, by capturing and analysing appropriate business and application data/metrics, insights and best practices, and act on the information.
• Actively research and maintain knowledge related to developments in business applications and systems technologies and future applications as identified in the Technical Transformation Strategy.
• Proactively review and optimise system security by routinely managing and/or performing necessary application permission checks and modifications.
• Provide technical support for internal and external applications and integrations.
• Maintain up to date and relevant business application, integration, and other documentation to support business functions as identified in the Technical Transformation Strategy.
• Develop and maintain system documentation, user training materials and process maps, etc.
• Act as the technical point of contact for business users with respect to system functionality/features and for UAT.

• Enterprise-wide expertise in applications support and management including minor development, bug fixes, etc.
• Data Analytics, Management, Warehousing, and reporting experience.
• Current experience and proficiency in programming or scripting. e.g., C#, Java, Python, Ruby, PHP, SQL or similar.
• Current experience in integration development utilising API’s.
• High-level knowledge of technical website administration and management.
• Familiarity with Agile, SLDC and ITIL frameworks.