Oracle EBS Support Analyst
Intralox, L.
L.
C.
, the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for an Oracle EBS Support Analyst in our Digital Solutions group.
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 EBS support queue, gather support details, and resolve incidents within established SLAsIdentify and provide work-arounds to end users when a root cause resolution is not possible in the near termIdentify reproducible incidents without a permanent resolution and promote them to Known Problem status for evaluation by the appropriate technical teamEnsure all incident communication is properly documented in ServiceNowWork with end users to gather all relevant documentation related to incident supportPerform functional configuration and maintenance for ERP systems based on changing operational and business needsResearch transactional issues, identify root cause and drive resolutionEmpower end users and Subject Matter Experts by providing how-to training when needed to resolve incidents based on improper system usageCreate documentation such as how-to documentation for incorporation into the ServiceNow Knowledge BaseAnalyze existing support processes and identify areas for improvement or optimizationCollaborate as needed, assign and escalate incidents to the proper functional or technical teamRequirements:
B.
S.
in Computer Science, Computer Engineering, Information systems, or related curriculumMinimum 5 years hands-on operational experience working as an Oracle E-Business Suite (EBS) Support Analyst in a complex, multi-organization business environment.
Strong grasp and understanding of ITIL and ITSM principles and best practices.
Expertise with Oracle EBS, with an emphasis on Order Management, Supply Chain Management, Discrete Manufacturing; Finance is a plus.
Strong functional knowledge of Oracle R12.
2 is a must.
SQL expertise to support technical analysis and discovery for troubleshooting issues.
Experience working within a professional IT organization in a support/analyst or QA capacityExperience working with ServiceNow or similar service desk platformsStrong interpersonal and communication skills:
Ability to communicate technical concepts to non-technical resourcesProfessional customer-focused approach in helping users solve problemsLimited travel required Recommended Skills Business Requirements Communication Computer Engineering Discrete Manufacturing Enterprise Resource Planning Finance Estimated Salary: $20 to $28 per hour based on qualifications.
L.
C.
, the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for an Oracle EBS Support Analyst in our Digital Solutions group.
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 EBS support queue, gather support details, and resolve incidents within established SLAsIdentify and provide work-arounds to end users when a root cause resolution is not possible in the near termIdentify reproducible incidents without a permanent resolution and promote them to Known Problem status for evaluation by the appropriate technical teamEnsure all incident communication is properly documented in ServiceNowWork with end users to gather all relevant documentation related to incident supportPerform functional configuration and maintenance for ERP systems based on changing operational and business needsResearch transactional issues, identify root cause and drive resolutionEmpower end users and Subject Matter Experts by providing how-to training when needed to resolve incidents based on improper system usageCreate documentation such as how-to documentation for incorporation into the ServiceNow Knowledge BaseAnalyze existing support processes and identify areas for improvement or optimizationCollaborate as needed, assign and escalate incidents to the proper functional or technical teamRequirements:
B.
S.
in Computer Science, Computer Engineering, Information systems, or related curriculumMinimum 5 years hands-on operational experience working as an Oracle E-Business Suite (EBS) Support Analyst in a complex, multi-organization business environment.
Strong grasp and understanding of ITIL and ITSM principles and best practices.
Expertise with Oracle EBS, with an emphasis on Order Management, Supply Chain Management, Discrete Manufacturing; Finance is a plus.
Strong functional knowledge of Oracle R12.
2 is a must.
SQL expertise to support technical analysis and discovery for troubleshooting issues.
Experience working within a professional IT organization in a support/analyst or QA capacityExperience working with ServiceNow or similar service desk platformsStrong interpersonal and communication skills:
Ability to communicate technical concepts to non-technical resourcesProfessional customer-focused approach in helping users solve problemsLimited travel required Recommended Skills Business Requirements Communication Computer Engineering Discrete Manufacturing Enterprise Resource Planning Finance Estimated Salary: $20 to $28 per hour based on qualifications.
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