Oracle Cloud ERP Support

We are looking for an Onsite L1 Oracle Cloud ERP Support Specialist to help our local business users with day-to-day technical and functional issues. This role acts as the first point of contact for all Oracle ERP queries, incidents, and service requests.

• Provide first-level technical & functional support for Oracle Cloud ERP (Financials / SCM / HCM – as used locally).
• Handle incident intake via phone, email, and ITSM tools.
• Triage and resolve L1 issues; apply standard fixes and documented workarounds.
• Reproduce issues, collect logs/screenshots, and perform initial troubleshooting, especially for integration failures.
• Escalate complex problems to the central L2 team with complete diagnostic details.
• Manage user onboarding, access/role provisioning requests, and basic feature training.
• Track ticket progress, communicate updates, and maintain accurate ITSM documentation.
• Participate in sync-ups with L2 to share trends and support continuous improvement.

• Hands-on experience supporting Oracle Cloud ERP modules (Financials, SCM, HCM).
• Basic knowledge of integrations (REST/SOAP APIs, flat files, OIC/middleware).
• Ability to read logs, capture error payloads, and gather diagnostic artefacts.
• Familiarity with SQL for simple data checks.
• Experience working with ITSM tools (ServiceNow / Jira / Remedy / similar).
• Understanding of RBAC and Oracle Cloud user provisioning.
• ITIL Foundation or Oracle Cloud certifications are a plus.

• Strong customer service mindset with clear and calm communication.
• Good problem-solving abilities and attention to detail.
• Ability to prioritise work under pressure and collaborate with remote teams.

• Onsite / Hybrid in Minneapolis, MN during business hours.
• Must meet local SLAs for incident acknowledgement and triage.

• First-contact resolution rate
• SLA compliance & ticket backlog management
• Quality of escalations
• User satisfaction scores