IT ANALYST (ERP/ORACLE)

Basic Job Functions: Primary function is to serve as ERP Level I support to resolve issues, ensure timely assignment of tickets, monitoring SLA and to create/update the support knowledge base. Secondary role is to work on enhancements and testing on the change requests (CR) and projects as needed. Experience: 2 years of related work experience in the related field Education: Bachelor’s degree in Supply Chain Mgmt in the areas of Production Operations, Logistics, Purchasing, Inventory Control, Warehouse Mgmt or Computer Science/Information Technology or equivalent Required Skills: Basic knowledge of ERP solutions, preferred Oracle ERP, in the areas of Production Operations, Logistics, Purchasing, Inventory Control Mgmt. or Warehouse Mgmt. Basic understanding of Supply Chain Mgmt. and best practices Working knowledge of ticketing system such as ServiceNow, Remedy or equivalent Demonstrated ability to prioritize and handle multiple issues and tasks simultaneously, whether working independently or with other people Good command of spoken and written English Demonstrated ability to communicate effectively with end users and team members Document processes, specifications, working instruction and solutions to drive the creation of support knowledge base system Ability to train end users Ability to work with functional departments and consultants effectively Ability to test the change request Proven interpersonal and team player skills with multi-national locations Ability to work with global customer base. Need to be available to work in various time zones such as Americas, APAC and EMEA as needed Basic profiency in MS Office – VISIO, Excel (pivot table, charting, macros) Essential Functions & Responsibilities: Primary Responsibilities: Serve as ERP Level I support to review and resolve tickets as they are logged To monitor and to ensure proper assignment of tickets in the queue Ability to assess issue and provide solution for Level I tickets Proactive monitoring of interfaces to/from ERP system Review tickets by frequency and categorization to identify patterns for potential improvements Monitoring of open tickets to ensure SLA compliance and escalation of aging tickets Documentation of business processes and work instructions Leverage ticket resolutions in the creation of a Support Knowledge Base system Key Competencies: Assume ownership and responsibility in understanding incident logged, validate issue on hand, perform assessment and analysis to drive problem resolution consistent with SLA Analyses ERP Level I support processes, identifies alternative solutions, assesses feasibility and recommends new approaches Collect and review ServiceNow incident tickets support to ensure proper resolution and the identification of potential areas of improvements Takes responsibility to follow through incident resolution and in getting end user satisfaction and confirmation before resolving a ticket Facilitate and escalate Active engagement in issue handling and alternatives for resolution. Keep customer informed of the status and ensure full satisfaction before resolving an incident Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for deterioration in service Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports Takes responsibility for investigative work to determine business requirements and specify effective business processes, through improvements in information systems and procedures