Offer summary

Qualifications:

B.S. in Computer Science or related field, Minimum 5 years of Oracle EBS experience, Expertise in Quote to Book process flow, SQL expertise for troubleshooting.

Key responsabilities:

Manage Oracle EBS Applications support queue

Resolve incidents related to Quote to Cash process

Job description

Intralox, L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for an Oracle EBS Quote to Book (QTB) Support Analyst in our Digital Solutions department. This role is home-based in India.

Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businesses worldwide.

Our global workforce of over 4,000 employees in 20+ countries consist of reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers’ growth worldwide for more than 50 years.

Intralox was founded on the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We invest heavily in these values and aim to practice our business philosophy principles every day, which is why we have been consistently recognized for innovation and workplace excellence. We believe in the power of a good idea no matter where it comes from, using trust as the foundation to how we work, and that self-managed people are our greatest asset.

Responsibilities

Manage service desk Oracle EBS Applications support queue, gather support details, and resolve incidents within established SLAs
Primary focus to resolve Incident, Change and Problem management related to the Oracle Quote to Cash process in EBS and related integrations
Daily review, monitor and triage of the Oracle Quote to Book incidents; investigate, analyze, and resolve errors by directly correcting or reaching out to responsible parties; escalate to appropriate technical team as needed
Identify and provide workarounds to end users when a root cause resolution is not possible in the near term
Identify reproducible incidents without a permanent resolution and promote them to Known Problem status for evaluation
Ensure all incident communication is properly documented in ServiceNow
Work with end users to gather all relevant documentation related to incident support
Perform functional configuration and maintenance for ERP systems based on changing operational and business needs
Research transactional issues, identify root cause and drive resolution
Empower end users and Subject Matter Experts by providing “how-to” training when needed to resolve incidents based on improper system usage
Create documentation such as “how-to” documentation for incorporation into the ServiceNow Knowledge Base
Analyze existing support processes and identify areas for improvement or optimization
Assist in the testing and deployment of Oracle upgrades and Patches
Co-ordinate with cross-functional team and leverage expertise to drive efficiency opportunities by identifying people, process and technology gaps
Collaborate closely with cross functional teams at Intralox as needed. Assign, and escalate incidents needing development effort or configuration changes to the proper functional or technical team

Requirements

B.S. in Computer Science, Computer Engineering, Information systems, or related curriculum
Minimum 5 years hands-on operational experience working as an Oracle E-Business Suite (EBS) Support Analyst in a complex, multi-organization business environment.
Interest in and passion for learning and working in a fast-paced environment
Expertise with Oracle EBS, with an emphasis on Quote to Book process flow, Supply Chain Management, Discrete Manufacturing; Advanced Pricing and Finance are a plus.
Strong techno/functional knowledge of Oracle R12.2 is necessary
SQL expertise to support technical analysis and discovery for troubleshooting issues.
Experience working within a professional IT organization in a support/analyst or QA capacity
Experience working with ServiceNow or similar service desk platforms
Strong interpersonal and communication skills: Ability to communicate technical concepts to non-technical resources
Strong grasp and understanding of ITIL and ITSM principles and best practices.
Professional customer-focused approach in helping users solve problems
Limited travel required
Nice to Have: Experience using ConfigSnapshot for support would be an asset

EOE/M/F/Vet/Disabled

Required profile