Technology Ops Analyst II

Cox Enterprises Atlanta, GA
The Oracle Applications Support Analyst is responsible for reviewing, analyzing, and resolving production issues on timely manner. The support analyst co-ordinates and brings all necessary teams/stakeholders together to drive the resolution. The person needs to evaluate the business impact and determine the urgency & criticality of the issue reported. The person interacts with business users & leads and helps them understand the process deployed. The support analyst also needs to work with development teams & quality assurance teams to co-ordinate and get urgent defect moves faster. The analyst needs to document resolution details properly and prepare the transmission documents and help new members with knowledge transfer process.

The individual is well versed in the Oracle E-Business Suite modules (both functional & technical aspects) that support Order to Cash processes and should have exposure to integrations (based on SOA). The support analyst is experienced in oracle configuration and extending E-Business to support an evolving and dynamic business environment. The support analyst must often rely on prior experience and sound judgment in order to plan and accomplish all goals.

Job Responsibilities:

* Perform level 2 support for production systems (heavily focusing on Oracle Order to cash modules)

* Review , analyze and resolve production issues on timely manner

* Perform triage with all necessary teams to drive the issue resolution

* Perform Incident analysis as a resolver accountable for root cause analysis, resolution and reporting.

* Provide ad hoc and on-demand reports

* Well aware & adhere of SLA for ticket resolution

* Work with business users & leads to help them understand the system in better way

* Understand the system issue and route the same to development team

* Co-ordinate with quality assurance team for testing of specific of defect scenarios

* Need to evaluate the business impact and determine the urgency & criticality of the issue reported

* Provides resolution details properly and prepare the transmission documents

* Perform knowledge transfer to other team members in the team

* Provides system improvement recommendations that assist the business in achieving its goals and objectives.

* Monitor jobs/process and take proactive actions to prevent any potential production issue

* Able to work in shifts

* Able to work as a team player

* Perform timely escalation of critical issues and proactively identify patterns of recurring issues to improve production

* Ensures that all production changes are processed according to Change Management policies and procedures.

* Education:

* B.S. Degree in Computer Science, Information Systems, Finance, Accounting or related area, or equivalent work experience .(5 years of professional Business Analysis experience is required).

* Experience:

* Ideal candidate would have 5 years of experience as a support analyst/ functional analyst on 2 or more support/implementations of Oracle EBS R12.

* Experience as a member of a support project team that worked in complex oracle order to cash areas

* Highly experience in working in dynamic production support environment

* Excellent knowledge on Oracle functional & technical areas related to O2C

* Competencies/Skills:

* Strong communication and interpersonal skills required.

* Ability to think analytically solves problems, make decisions, and collaborate with a team in a fast paced environment.

* Candidate must also have solid planning and organization skills, strong attention to detail, and be customer focused.

* Support & Implementation experience with Oracle E-Business Suite of applications including: Order Management, Accounts Receivable, Accounts Payable, General Ledger and/or Cash Management.

* Financial and accounting background is a plus.

* Accomplishments (Degrees, Certifications, Languages):

* Oracle certifications

* Work Environment:

* Flexible to work in shifts

* Ability to work under pressure and meet deadlines within specified time constraints;

* Ability to adapt to changes in assigned work tasks, duties and priorities in a fast-paced and dynamic work environment