What are the responsibilities and job description for the Oracle Cloud ERP Support Analyst position at GBIT (Global Bridge InfoTech Inc)?
Job Overview:
We are seeking an experienced Oracle Cloud ERP Support Analyst with strong functional and technical knowledge in Oracle Cloud Finance and SCM. The role involves providing Level 1 support to local business users, resolving incidents, performing initial troubleshooting, and collaborating with the centralized L2 support team to ensure smooth system operations.
Key Responsibilities:
- Act as the first point of contact for Oracle Cloud ERP users (Finance & SCM modules).
- Triage incidents, apply standard fixes/workarounds, and escalate complex issues to L2.
- Reproduce issues, collect logs, screenshots, and configuration details.
- Perform initial troubleshooting for integration-related errors (REST/SOAP APIs, OIC, flat files, middleware).
- Support user onboarding, access/role provisioning, and basic training on Oracle Cloud features.
- Maintain accurate and detailed incident records in ITSM tools (ServiceNow/Jira/Remedy).
- Collaborate with the L2 team to analyze recurring issues and contribute to process improvements.
Required Skills & Experience:
- Hands-on experience supporting Oracle Cloud ERP (Finance, SCM, or HCM modules).
- Good understanding of Oracle Cloud integrations and related error handling.
- Ability to read logs, capture error payloads, and perform basic troubleshooting.
- Familiarity with SQL for simple queries and data validation.
- Experience with ITSM tools such as ServiceNow, Jira, or Remedy.
- Understanding of role-based access control and Oracle Cloud user provisioning.
- ITIL Foundation certification preferred; Oracle Cloud certifications are a plus.
Soft Skills:
- Strong customer service orientation and communication skills.
- Analytical and problem-solving mindset.
- Ability to work effectively in a client-facing, fast-paced environment.