What are the responsibilities and job description for the Oracle EBS Quote to Book Support Analyst position at Intralox?
Intralox, L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for an Oracle EBS Quote to Book Support Analyst in our Digital Solutions department.
Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businessesworldwide.
Our global workforce of over 4,000 employees in 20 countries consist of reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers' growth worldwide for more than 50 years.
Intralox was founded on the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We invest heavily in these values and aim to practice our business philosophy principles every day, which is why we have been consistently recognized for innovation and workplace excellence. We believe in the power of a good idea no matter where it comes from, using trust as the foundation to how we work, and that self-managed people are our greatest asset.
Responsibilities :
- Manage service desk Oracle EBS Applications support queue, gather support details, and resolve incidents within established SLAs
- Primary focus to resolve Incident, Change and Problem management related to the Oracle Quote to Cash process in EBS and related integrations
- Daily review, monitor and triage of the Oracle Quote to Book incidents; investigate, analyze, and resolve errors by directly correcting or reaching out to responsible parties; escalate to appropriate technical team as needed
- Identify and provide workarounds to end users when a root cause resolution is not possible in the near term
- Identify reproducible incidents without a permanent resolution and promote them to Known Problem status for evaluation
- Ensure all incident communication is properly documented in ServiceNow
- Work with end users to gather all relevant documentation related to incident support
- Perform functional configuration and maintenance for ERP systems based on changing operational and business needs
- Research transactional issues, identify root cause and drive resolution
- Empower end users and Subject Matter Experts by providing "how-to" training when needed to resolve incidents based on improper system usage
- Create documentation such as "how-to" documentation for incorporation into the ServiceNow Knowledge Base
- Analyze existing support processes and identify areas for improvement or optimization
- Assist in the testing and deployment of Oracle upgrades and Patches
- Co-ordinate with cross-functional team and leverage expertise to drive efficiency opportunities by identifying people, process and technology gaps
- Collaborate closely with cross functional teams at Intralox as needed. Assign, and escalate incidents needing development effort or configuration changes to the proper functional or technical team
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