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Job Title: Oracle Tier 1 Support Analyst
Location: ADS Headquarters (Virginia Beach, VA)
ADS, Inc. is seeking a skilled and detail-oriented Oracle Tier 1 Support Analyst to join our team. This role focuses on providing Tier 1 helpdesk support for Oracle Financials, with additional responsibilities overlapping Salesforce support and opportunities to engage with AWS technologies. The ideal candidate will have strong analytical skills, excellent problem-solving abilities, a commitment to enhancing user experiences, and a drive to provide legendary customer service.
Key Responsibilities
• Provide Tier 1 helpdesk support (triage) to users, resolving issues and escalating complex problems to the appropriate teams as necessary.
• Handle Oracle access requirements, including provisioning and maintaining user access according to established policies and procedures.
• Troubleshoot and support Oracle-related modules, ensuring timely resolution of issues and minimizing system downtime.
• Develop and maintain training materials (SOPs) to enable end-users to effectively utilize Oracle and related modules.
• Assist in creating and maintaining documentation in Confluence, including user tips and system updates, to enhance user awareness of Oracle and related modules.
• Generate regular reports from Jira on help desk performance, including ticket volumes, resolution times, and user feedback, to identify trends and areas for improvement.
Requirements
• U.S. Citizenship required.
• Bachelor’s degree in technology or a related field.
• Minimum of two (2) years of experience with Oracle Financials.
• Strong knowledge and experience with Oracle Financial modules, including but not limited to Accounts Payable, Accounts Receivable, Procure to Pay, WMS (Warehouse Management System), and Order to Cash.
• Proven experience in providing Tier 1 helpdesk support, including issue triaging, ticket management, and resolution.
• Experience with SQL and PL/SQL; knowledge of Oracle APEX is a plus.
• Ability to troubleshoot and resolve technical issues related to Oracle modules.
• Strong analytical skills with proven data analysis, data verification, and problem-solving abilities.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Detail-oriented with a focus on accuracy and problem-solving.
• Ability to work independently and collaboratively within a team environment.
• Excellent documentation and interpersonal skills.
• Knowledge of common business practices is required.
Desired Skills
• Experience with additional Oracle Financials modules and integration points.
• Familiarity with reporting tools and data analysis.
• Understanding of ITIL processes and methodologies.
• Knowledge of supply chain management.
• Experience with Blitz Reporting.
• Knowledge of Oracle development tools, including form, report, and workflow builders.
Skills That Set You Apart
• Familiarity with Salesforce Lightning.
• Exposure to AWS technologies, including RDS and S3.
• Basic scripting or automation skills (e.g., Python, Shell scripting).
• Familiarity with cloud-based database operations.