What are the responsibilities and job description for the Oracle Cloud ERP Customer Support Analyst (client facing) position at Revolution Technologies?
Oracle Cloud ERP Support Analyst (Client-Facing)
Location: Onsite – Minneapolis, MN
Duration: 6-month contract
Overview
Client-facing, onsite role supporting business users at the client’s Minneapolis office. This position serves as the primary point of contact for Oracle Cloud ERP Finance and SCM support, delivering hands-on functional and technical assistance while ensuring a high-quality user experience.
Responsibilities
- Act as the primary, onsite contact for local business users of Oracle Cloud ERP (Finance/SCM).
- Provide Level 1 functional and technical support, including incident triage, basic fixes, and workarounds.
- Intake incidents and service requests via phone, email, and ITSM tools.
- Reproduce issues, collect logs/screenshots/configuration details, and perform initial troubleshooting, including integration-related issues.
- Apply documented SOPs and workarounds; contribute local knowledge to the support knowledge base.
- Escalate complex functional, technical, or integration issues to centralized Level 2 support and coordinate resolution.
- Track incidents, communicate status updates to stakeholders, and ensure accurate ticket closure.
- Support user onboarding, role provisioning, and basic end-user training.
- Participate in regular syncs with centralized support to share trends and recurring issues.
Required Skills & Experience
- Hands-on experience supporting Oracle Cloud ERP (Financials and/or SCM; HCM a plus).
- Working knowledge of integrations (REST/SOAP APIs, flat files, Oracle Integration Cloud or similar middleware).
- Ability to review logs, capture error payloads, and gather diagnostic artifacts.
- Basic SQL skills for data checks and validation.
- Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy).
- Understanding of role-based access control and user provisioning in Oracle Cloud.
- ITIL Foundation preferred; Oracle Cloud training or certifications a plus.
Soft Skills
- Strong client-facing and customer service orientation.
- Clear, calm, and professional communicator with business users.
- Strong problem-solving skills and ability to work independently onsite.