We are seeking a Senior Application Support Specialist to join our Corporate IT team in Bogotá, Colombia. In this role, you will provide expert-level support for Oracle EBS R12 and Oracle Fusion Cloud applications, working closely with business stakeholders, external vendors, and technical teams to ensure high-quality service delivery and continuous improvement.
You will be responsible for analyzing complex business requirements, managing escalated incidents and service requests, supporting testing activities, and contributing to the development of functional documentation and knowledge bases. This position requires strong communication skills, deep technical expertise, and the ability to operate effectively across multiple time zones and with outsourced support teams.
Key Responsibilities
- Provide 2nd and 3rd level support for Oracle applications, collaborating with outsourced support teams on escalated or complex issues.
- Partner with implementation teams, solution architects, and delivery managers to ensure support readiness for new initiatives.
- Monitor escalated issues and ensure timely resolution in line with SLA and escalation procedures.
- Conduct regular service quality checks and participate in internal and external service review meetings.
- Engage with business and functional stakeholders to identify needs, perform impact assessments, and document requirements.
- Deliver or review functional design documentation and define user acceptance test strategies.
- Facilitate and support testing activities including unit testing, regression testing, and user acceptance testing (UAT).
- Support deployment and rollout plans, and contribute to training and knowledge base development.
- Maintain strong relationships with internal teams and external service providers to ensure effective collaboration and service delivery.