Oracle cloud functional support SME

KAYGEN is an emerging leader in providing top talent for technology-based staffing services. We specialize in providing high-volume contingent staffing, direct hire staffing and project-based solutions to companies worldwide ranging from startups to Fortune 500 and Managed Service Providers (MSP) across a wide variety of industries.

We are looking for Oracle cloud Financials functional support role and Oracle cloud SCM functional support role . Please share your resume with rate and availability .

Location: Minneapolis, MN - ONSITE

Client facing person who can sit at the client location weekly.

1. Communication , support side, how service now ticketing system working knowledge.
2. know the basic level, cloud finance , supply chain.
3. Pass through to L3 support. Europe manages the
4. cloud basic understanding.
5. making sure to adhere to the SLAs

-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 centralized 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 centralized 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).
-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:
-Strong customer service orientation; clear, calm communicator with business users.
-Good problem solving and diagnostic mindset; attention to detail in documenting steps and outcomes.
-Ability to prioritize under pressure and coordinate with remote/central teams.

Availability/Working Model:
-Local presence (Minneapolis) during business hours (onsite or hybrid as required by business).
-Target response times: acknowledge incidents within X minutes/hours, initial triage within Y hours (set per local SLA).

Escalation & Governance:
-Defined escalation matrix to centralized L2 (contacts, expected SLA for L2 response, required artefacts on hand before escalation).
-Clear acceptance criteria for escalation (repro steps, screenshots, logs, impacted users, business impact).

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-Authority limits for configuration changes and access provisioning (must follow change control).

• Mentorship Program


• Referrals


• Family and Wellness benefits


• Continuous Growth and Career Development

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.