ERP Second Level Support (RUN) – Analyst (Manufacturing & SCM)

Role overview

Incident resolution and improvement

• Own complex tickets and support backlog prioritization, especially for high-severity incidents, while meeting SLA targets.
• Design and validate functional fixes and workarounds, and confirm results with business stakeholders.
• Analyze complex incidents, define corrective and preventive actions, and propose configuration or process improvements.
• Prepare ticket handovers and escalate unresolved issues with documented analysis and resolution attempts.

Collaboration and knowledge

• Engage ERP Product Specialists and provide updates to the Shift Manager and relevant stakeholders.
• Participate in cross-functional stand-ups to resolve blockers and cross-module issues.
• Maintain functional documentation, troubleshooting guides, and known-error records.
• Support regression, UAT, and hypercare testing; use ServiceNow, Oracle EBS, and SharePoint for support documentation and ticket tracking.

Required experience and skills

• 3–5 years in Oracle EBS functional roles, including exposure to complex incident management.
• Specialization in at least one Oracle EBS module, such as Manufacturing, Supply Chain, Finance, or Services.
• Experience handling complex, unstructured, or cross-module incidents and understanding end-to-end module processes.
• Advanced root-cause analysis, corrective action, and low-risk functional configuration skills using fit-to-standard principles.
• Strong analytical problem-solving, ownership, accountability, communication, and stakeholder management.

Preferred experience

• Experience with Follow-the-Sun or shift-based global support models is preferred.
• Familiarity with ITIL-aligned incident management and ServiceNow is preferred.
• Manufacturing or industrial ERP support experience and knowledge of continuous improvement or preventive maintenance are preferred.

Performance measures