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The Managed Services Sr Associate - Oracle EPM will contribute to the delivery of managed services for our Oracle EPM Cloud clients. This position requires providing support to the managed services team, addressing client concerns, and ensuring the delivery of exceptional quality service. The ideal candidate should possess a strong understanding of Oracle EPM Planning and Budgeting technical aspects, demonstrate strong problem-solving abilities, and exhibit commitment to customer satisfaction.
Key Responsibilities:
- Assist in the day-to-day operations of managed services, ensuring timely resolution of client issues.
- Provide support to the Oracle-managed services team, including troubleshooting and problem resolution.
- Maintain strong relationships with clients, understanding their needs and ensuring their satisfaction.
- Monitor service performance metrics and assist in implementing strategies for continuous improvement.
- Collaborate with cross-functional teams to ensure seamless service delivery and integration with other systems.
- Stay up to date with the latest Oracle updates and industry trends to provide informed support to clients.
- Assist in managing service level agreements (SLAs) and ensuring compliance with contractual obligations.
- Prepare and present regular reports on service performance and client satisfaction to senior team members.
Qualifications and Skills:
Proven expertise and hands-on experience on incidents and service requests, including configuration changes and enhancements, related to the following areas (The must-haves):
- Proven expertise in Oracle EPM: Hands-on experience with incidents and service requests, as well as configuration changes and enhancements specifically related to EPBCS or FCCS Oracle EPM modules. Proven expertise and hands-on experience on incidents and service requests, including configuration changes and enhancements, related to at least 1 of the following areas:
- Enterprise Planning & Budgeting Cloud Service (EPBCS) (must have)
- Profitability and Cost Management (PCM) (must have)
- FCCS (preferred)
- ARC (preferred)
- Solid understanding of the broader Oracle EPM modules to ensure effective integration and support with at least one certification (level 2 support).
- Understanding of US and Canada consolidation functions
- Data Management: Experience with data modeling, data warehousing, and ETL processes to support reporting and analytics requirements.
The successful candidate should also have
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- Minimum of 6 years of experience in Oracle support services or similar roles.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a team environment.
- Strong organizational and time management skills.
- Customer-focused mindset with a commitment to delivering high-quality service.
- Knowledge of ITIL or other service management frameworks.
The Managed Services Associates play a crucial role in ensuring the successful delivery of managed services to clients. By effectively helping clients leverage the best out of their Oracle EPM systems, the Senior Associate contributes to the growth and profitability of the organization's managed services department. This role requires strong skills, technical expertise, and a customer-centric mindset to deliver exceptional service experience and exceed client expectations.
Position Level
Senior Associate
Country
United Kingdom