Provide end-to-end functional support for Oracle EBS and Oracle Fusion HCM (Core HR, Benefits, Compensation, Payroll). Handle incidents, requests, changes and problems; liaise with technical and service delivery teams; maintain ITSM records; drive automation and service improvements; analyze recurring issues and create knowledge articles; support presales and transitions; participate in 24x7 shift rotation.
This role involves providing functional support to managed services customers across Oracle EBS and Oracle Fusion HCM, covering Core HR, Benefits, Compensation, and Payroll modules.
This will involve dealing with incidents, requests, changes and problems while liaising with technical support and service delivery teams.
The role is predominantly remote though it may involve occasional visit to internal offices and client sites.
ResponsibilitiesEnter R
Key responsibilities- End-to-end support of Oracle customers through Incident, Problem and Change management.
- Ad hoc project requirements (providing estimates and implementing changes)
- Providing advice and guidance to customers verbally or in writing on a timely basis, according to defined SLAs.
- Maintain a record of all communication and actions in inoapps IT Service Management and other time tracking applications.
- Take the lead on individual service improvement initiatives as requested and ensure their successful and timely delivery.
- Proactively identify and drive automation opportunities to improve team efficiency including the use of AI where appropriate.
- Proactively analyse and identify recurring Incidents and Problems to fix problem, provide workarounds and/or create knowledge document in line with problem management practices.
- Identify and contribute towards continuous improvement of Standard Operating Procedures and Support Documentation.
- Identify and manage risks to the customer and/or escalate to Service Delivery Manager / Customer Success Manager.
- Provide technical input to client reviews.
- Maintain and develop technical knowledge and skills.
- Assist in functional pre-sales and support transitions.
- Provide support on a 24x7 basis via shift rotation.
- Evaluate and promote new technologies and enhancements.
Qualifications
Enter Qualification
Must have skills/modules- 8+ years of experience providing functional support for Oracle HCM projects within Oracle E‑Business Suite and Oracle Fusion.
- Excellent communication and customer engagement skills.
- Experience of working in a managed services team.
- Functional understanding, along with exposure to areas such as Human Resources and Payroll as well as writing SQL queries.
- ITIL awareness and experience.
- Certified by Oracle in multiple Oracle Cloud HCM modules with a commitment to continued learning and certification.
About Us We focus exclusively on delivering innovative Oracle On-Premises and Oracle Cloud applications and technology solutions for our clients, which deliver operational excellence and maximise the benefits of their Oracle investment. Choose Inoapps and we'll support you throughout your Oracle journey, working in partnership to deliver superior solutions with lasting value.
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