Oracle Cloud ERP L1 Support Analysts

Oracle Cloud ERP L1 Support Analysts

Minneapolis, Minnesota(Onsite 5x / wk Minneapolis)

Phone + Skype

Job Description :

L1 Support Analyst - Oracle Cloud ERP Finance and SCM First level technical and functional support for local business users of Oracle Cloud ERP. Triage incidents, perform basic fixes and workarounds, manage user requests, and escalate complex issues to the centralised L2 team. Serve as the primary point of contact for local end users (incident intake via phone / email / ITSM). Triage and resolve level 1 incidents and service requests. Reproduce issues, collect logs / screenshots / config details, and perform initial troubleshooting for integration-related failures. Apply documented workarounds and standard operating procedures; update knowledge base with local-specific notes. Coordinate timely escalations to centralised L2 for complex functional, technical or integration issues. Track incident status, communicate updates to stakeholders, and close tickets in ITSM with appropriate notes. Assist with user onboarding, role provisioning requests and basic training for new / changed features. Participate in regular calls with central L2 and share trends / recurring issues for continuous improvement. Required technical skills & experience Hands on experience supporting Oracle Cloud ERP (Financials / FSCM / HCM specify modules used locally). understanding of integrations (REST / SOAP APIs, flat files, Oracle Integration Cloud or middleware used). Ability to read logs and capture error payloads; familiar with error codes and how to gather diagnostic artefacts. Familiarity with SQL for simple queries and data checks (or ability to work with DB / BI team). Experience with ITSM tools (ServiceNow / Jira / Remedy) and standard incident management workflows. Knowledge of role based access control and user provisioning processes in Oracle Cloud. ITIL Foundation preferred; Oracle Cloud certifications or vendor training a plus. Soft skills & behaviours Strong customer service orientation; clear, calm communicator with business users. Good problem solving.