What are the responsibilities and job description for the Oracle Tier-1 Support Analyst position at TriCom Technical Services?
Responsibilities
- Provide Tier-1 Help Desk support (triage) to users, resolving issues and escalating complex problems to the appropriate teams as necessary.
- Handle Oracle access requirements including provisioning and maintaining user access according to established policies and procedures.
- Troubleshoot and provide support for all Oracle related modules, ensuring timely resolution of issues and minimizing system downtime.
- Develop and maintain training materials (SOPs) to enable end-users to utilize Oracle and related modules effectively.
- Assist with creating documentation in Confluence including user tips and system updates to enhance user awareness for Oracle and related modules.
- Generate regular reports from Jira on Help Desk performance including ticket volumes, resolution-times, and user feedback to identify trends and areas for improvement.
- U.S. Citizenship required.
- Minimum of 2-years of Oracle Financials experience.
- In-depth knowledge and experience with Oracle Financial modules including, but not limited to, Accounts Payable, Accounts Receivable, Procure-to-Pay, WMS (Warehouse Management System), and Order-to-Cash.
- Strong analytical skills with proven data analysis, data verification, and problem-solving abilities.
- Experience with SQL and PL/SQL.
- Proven success providing Tier-1 Help Desk support including triaging issues, as well as managing and resolving tickets.
- Ability to troubleshoot and resolve technical issues related to Oracle modules.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Strong organizational and time management skills with the ability to prioritize tasks and meet deadlines.
- Detail-oriented with a focus on accuracy and problem-solving.
- Ability to work independently and collaboratively within a team environment.
- Excellent communication, documentation, and interpersonal skills.
- Knowledge of common business practices is required.
- Must be local to Virginia Beach, VA.
- Bachelor’s degree in Technology or related field.
- Experience with other Oracle Financials modules and integration points.
- Knowledge of Oracle Apex.
- Familiarity with reporting tools and data analysis.
- Understanding of ITIL processes and methodologies.
- Experience with Supply Chain Management.
- Experience with Blitz reporting.
- Knowledge of Oracle development tools including Forms, Reports, and Workflow Builder.
- Experience with Salesforce Lightening.
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