Int. Application Support Specialist to provide L1/L2 support for Oracle ERP/HCM applications.

PERMANENT - Int. Application Support Specialist to provide L1/L2 support for Oracle ERP/HCM applications

Location: Toronto (Hybrid 3 days per week on-site)

Hours per day: 8-4 PM ET

Responsibilities:

• Reporting to the IT Manager, will be responsible for maintaining the IT infrastructure, including resolving Oracle/HCM issues, and managing L2 issues as they arise.
• Provide day-to-day L1 support to operations and maintenance teams for the Oracle ERP/HCM application (Desktop & Mobile) and integrations to the EAM system
• Responsible for responding to and resolving issues O&M teams are experiencing when using the Oracle ERP/HCM application
• Become proficient in our Oracle applications, including but not limited to creating/modifying reports, understanding end-to-end business processes, resolving data inconsistencies, troubleshooting, data loading procedures and templates etc.
• Become proficient in our Oracle - EAM integrations, including but not limited to mastering the integrated solution set, understanding solution architecture, troubleshooting the integration links, reprocessing transactions via the middleware, etc.
• Coordinate & follow up for issues requiring L2 support from AMS vendor of record
• Keep detailed records of the issues, root cause analysis and resolution
• Become proficient in our IT service management processes
• Document new feature requests from the O&M team and create detailed user requirements for consideration by the steering committee
• Participate and resolve any integration issues with other enterprise applications
• Become the technical go-to person for all issues related to our Oracle applications and related integration with EAM system
• Provide testing support on new feature rollout from time to time
• Assist new users with the adoption of the Oracle system using a consultative problem-solving approach

Must have skills:

• 2+ years working as a support or development analyst with Oracle ERP systems (ERP/HCM/SCM) - techno/functional knowledge
• Ability to triage and diagnose faults and problems effectively and quickly and employ a structured methodological approach to fault-finding
• High competencies in deciphering logs, researching error messages, collating supporting data for escalations upwards, researching knowledge base articles and previous ticket records, presenting diagnostic actions in the form of Investigation-Action-Result reports

Nice to have:

• Experience working in a unionized environment
• Familiarity with other industries such as Aerospace
• Experience working in the rail industry with a comprehensive knowledge of rail equipment