What are the responsibilities and job description for the Oracle Cloud ERP Support position at Plutus Solutions?
Oracle Cloud ERP Support – L1 (Onsite, Minneapolis, MN)
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