Oracle Application Support Analyst  

The Oracle Application Support Analyst will be the linking pin between business and IT, and between end users and support by third party support mainly for Oracle eBS and Oracle Fusion. The job is positioned within the Global Service line for Business Application & IT Support (GBAS).

The main responsibility is to support the back office of Arcadis, in particular, the financial- and project administration, HRS and also key- and end users in their work processes. The Oracle Application Support Analyst provides more in-depth resolutions and has administrative privileges to resolve, provide problem recognition & resolution, major incident resolution and facilitates knowledge sharing.

The Oracle Support Analyst provides second-line support to the end users. Furthermore, s/he administers eBS and Oracle Fusion, implements changes and solves issues for end users. In addition, the Oracle Support Analyst acts as an intermediary for support provided by external parties and helps safeguard the general overview of Arcadis business needs in relation to the carrying out of further Oracle projects.

Duties:

• Manages and monitors the queue for second-line incidents and service requests.
• Analyzes and resolves incidents and requests regarding use of Oracle application software. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
• Uses the appropriate categories and configuration items for logging incidents and requests.
• Assesses change requests and coordinates implementation and deployment of change requests in the business.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Grows general knowledge of current application software in scope and increasing the ability to resolve requests on the first contact.
• Provides after hours and on-call support as needed.
• Adheres to and supports Arcadis standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of financial, project and employee information.
• The nature of the Arcadis working environment means that you may be asked to carry out tasks that sit outside of the above areas.

Summary of responsibilities:

• Incident management:
  • Ticket handling, Troubleshooting, Functional Escalation, Hierarchical Escalation, Service request fulfillment
• Problem Management:
  • Identification, Diagnosis, Resolution, Communication with Problem Manager
• Major Incident Management:
  • Identification, Ticket linking (child tickets), Ticket handling, Parent & Child ticket resolution, Technical &/or Management bridge participation
• Knowledge Management:
  • Identify needs, Create KAs and submit for approval

• College/Bachelor's degree graduate of any course with strong English language skills.
• Minimum 3 yrs. work experience in working with and/or supporting ERP systems with competency in ITIL processes.
• Proficiency in using support software tools and competency in MS Office Suite.
• Experience with Oracle E-Business suite and/or Oracle Fusion Human Capital Management (HCM).

Knowledge, skills and abilities:

Required

• Demonstrated ability to learn customer support processes and techniques.
• Customer service orientation and/or prior customer service
• Strong analytical skills
• Ability to solve problems

Preferred:

• Experience with Oracle Business Intelligence (OBIEE)
• Experience with Service desk tool Remedyforce
• Experience in the supporting processes in service provider-, architecture and/or engineering industry

Reporting to:

• Global Service delivery manager Arcadis