Oracle Business Support Analyst (Internal)

This role is responsible for the successful management of integrated data and testing for business systems and their supporting processes to meet ESCC strategic efficiency and business capability.

The Business Services department covers the professional support services that enable all East Sussex County Councils services to plan manage and deliver their services to residents. This role will be key in supporting the Oracle Business Partners in the continual service improvements of Oracle processes and technology. Driving innovation and best practice across the organisation. It is responsible for maintaining and optimising system and test and implementation activities to support the operation of Oracle Fusion within the Council. The role will be a blend of customer facing support and back office service management and will serve an essential purpose within the Oracle Business Support team.

The role will include the below tasks:

• Manage and co-ordinate triage activities between the relevant teams including managing any shared mailbox and acting as a point of contact for agent queries.
• Log prioritise and track incidents through to resolution or escalation to the Oracle Business Partners or Oracle Support teams.
• Support the co-ordination and distribution of the new Quarterly Release features and functionality from Oracle and support the end-to-end testing requirements for system enhancements.
• Responsible for the maintenance of Master Data activities for Finance and Procurement such as chart of account changes mappings and the creation of new purchasing categories etc.
• Create and update user guides Oracle Guided Learning content FAQs and troubleshooting documentation to help users resolve common issues independently.
• Support the Business Support Manager with producing KPIs and updating Management Information packs.

A strong candidate for a First Line Support role should possess excellent communication and problem-solving skills ensuring they can effectively assist users with technical issues. They should have a basic understanding of IT systems troubleshooting techniques and customer service principles. The ability to work under pressure follow standard operating procedures and escalate complex issues appropriately is essential. Strong attention to detail patience and a proactive attitude toward learning new technologies will help them succeed in this role. Prior experience in customer support or technical assistance is advantageous but not always required.

To apply for this role please follow the Apply Now button above. When completing your application please upload a cover letter to express your interest in the role. This should be on no more than two sides of A4 and should detail how you meet the criteria in the person specification.

Please download the Job Description and Person Specification.

Interviews will be carried out via Teams the date will be confirmed after the shortlisting has taken place.

We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.

If you thrive on the challenge and you are at your best when youre busy we are the place for you. The first line support role is the perfect stepping stone to building your knowledge and building confidence. We want you to be part of a succession plan where you grow into roles as the team grows and in turn we want you to lay a benchmark for the person who follows you into first line.

For an informal discussion about this opportunity contact Matt Panayides - to request a MS teams call or phone call.