ERP Support Analyst – Oracle (Finance) (Remote, India)

ERP Support Analyst – Oracle (Finance) (Remote in India)

Responsibilities

• Provide direct support to all users for technical and functional issues in Oracle R12 ERP applications.
• Troubleshoot and resolve issues related to system functionality, ERP configurations, and software systems.
• Build user confidence and promote a strong culture of customer satisfaction.
• Act as a point of escalation for support tickets; coordinate with software vendors when required.
• Participate in the SLA breach and major incident review process, ensuring issues are documented and corrective actions are defined.
• Support the problem management process by identifying root causes for repeat incidents.
• Troubleshoot and resolve technical issues in collaboration with ERP developers.
• Communicate effectively with leadership teams in weekly service review calls covering ticket backlog, SLA breaches, ageing tickets, and ITSM change board reviews.
• Develop user-facing and internal documentation for knowledge transfer and support.
• Monitor and review application performance; adhere to established procedures and policies.
• Collaborate with external peers to research and implement support best practices.
• Ensure compliance with IT service management (ITSM) practices.
  

Requirements

• 4+ years of experience with Oracle R12 ERP, specifically financial modules (AR, AP, GL, PO, FA).
• Hands-on knowledge of R12 setups and configurations.
• Strong experience in SQL, PL/SQL, and XML Publisher.
• Experience in Zuora RevPro is a plus.
• Proven track record in resolving technical application support issues.
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving abilities.
  

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