Application Support Analyst - L1

Job Description

In this role, you will act as a junior-level bridge between business users and enterprise applications technical resources. You will assist in configuring, testing, and maintaining applications such as Oracle Cloud ERP modules (e.g., Financials, Supply Chain, or HCM) plus integrated applications to improve business processes, troubleshooting user issues, and creating documentation. This is an excellent opportunity for someone with basic Oracle knowledge looking to specialize as a functional expert.

Responsibilities

This role will be working alongside Specialist/Senior Analysts, PM, and Developers. Your day-to-day tasks will include:

• Serve as the initial contact for support requests via phone, email, and ticketing systems.
• Log, categorize, and prioritize all incoming incidents and requests using Fresh Service ticketing system.
• Provide Tier I/II support to end-users by identifying, triaging, and resolving issues within Oracle Cloud ERP and integrated applications.
• Escalate complex technical issues to Specialists/Senior Analysts, and development teams, ensuring all necessary documentation is provided for faster resolution.
• Assist specialist/senior analysts with the configuration of Oracle Cloud modules and integrated applications (setups, profile options, flex-fields, and functional module interfaces).
• Support the technical team in gathering business requirements, conducting fit/gap analysis, and translating user needs into functional design specifications.
• Assist in creating test plans, execute functional test scripts, and coordinate User Acceptance Testing (UAT) for patches, enhancements, and upgrades.
• Maintain detailed functional documentation, process flows, user guides, and train end-users on new Oracle and integrated application functionalities.
• Learn and p erform routine data extraction and analysis using OTBI or Oracle Analytics Cloud to support month-end reconciliations and business decision-making as needed.
  
  

Non-Essential Duties: Performs other duties as assigned.

All employees shall be in compliance with the Archrock Health Safety and Environmental Policy and local, statutory and/or regulatory requirements at all times.

Qualifications

Skills and Abilities:

• Proficient in Windows operating systems.
• Demonstrates a foundational understanding of web technologies, including HTML, IIS, and browsers.
• Experienced with ticketing tools such as Fresh Service, DevOps, and the Oracle support portal.
• Willing to participate in on-call responsibilities as required.
• Committed to ongoing professional development and staying current with technology industry advancements.
• Able to quickly assimilate knowledge and collaborate with specialist/senior analysts and application administrators.
• Exhibits strong attention to detail along with effective planning and organizational abilities.
• Capable of multitasking efficiently in a fast-paced, detail-oriented environment, and managing interruptions productively.
• Handles sensitive and confidential data and issues with discretion.
• Possesses strong customer service, interpersonal, analytical, organizational, and collaboration skills.
  
  

Knowledge Of

• Experience in application troubleshooting and end-user support.
• Familiarity with planning, testing, and deploying basic application upgrades.
• Understanding of server remote access, machine integration, and both physical and virtual environments.
• Proficiency in Microsoft Word, PowerPoint, and especially Excel for data analysis.
• Knowledge of Internet and cloud-based application technologies.
• Awareness of application security principles.
  
  

Minimum Education And Certification

• Bachelor degree in MIS, IT, or other related discipline.
  
  

Minimum Experience

• 0 to 2 years of experience in the following:
• Provide Tier I hands-on application support for enterprise platforms such as Oracle Cloud Fusion, MS Dynamics Custom App, and related applications.
• Utilize remote access capabilities to deliver assistance to clients on Windows environments.
• Demonstrate familiarity with application monitoring tools, including Oracle Cloud Fusion, workflows, and integrations.
  
  

Physical Demands

• Regularly required to sit, use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand, walk, and stoop.
• Vision abilities include close vision, distance vision, color vision, and the ability to adjust focus.
  
  

Problem Solving And Innovation

• Work closely with specialist/senior analysts, PM, and developers to ensure solution sets are transitioned successfully into the IT support model.
• Deals with minor technical issues through own experience or research.
• Works with little or no supervision.
  
  

Impact

• Application stability and support across Archrock.
• Critical component of large-scale enterprise application solutions.
  
  

This job description is a summary of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks, as assigned by supervisor, regardless of job title or routine job duties.