ERP Second Level Support Senior Analyst

Job Summary
The ERP Second Level Support (RUN) Senior Analyst is accountable for ensuring advanced functional support and deep root-cause analysis for complex issues escalated from Triage and Junior Analysts, acting as the subject-matter expert for a specific Oracle EBS module.
This role contributes to stable operations by driving effective resolution, implementing preventive measures, and supporting continuous improvement of Oracle EBS processes. The Senior Analyst takes end-to-end ownership of complex tickets, designs and validates functional fixes and workarounds, and ensures structured ticket handover within the Follow-the-Sun model to deliver uninterrupted support coverage.
As a qualified first line of defense within the ERP Second Level Support team, this role partners with the Shift Manager, Domain Head, Junior Analysts, ERP Tech Factory, and ERP Product Specialists to ensure seamless escalation paths, high-quality resolution, and consistent service delivery aligned with the organization’s Run operating model.

Key Duties
Ticket Resolution & Backlog Management
1. Take end-to-end ownership of complex tickets escalated from Triage and Junior Analysts, ensuring thorough analysis and resolution within SLA targets.
2. Support prioritization and backlog management, especially for high-severity incidents, ensuring alignment with business impact and SLA requirements.
3. Design, validate, and implement functional fixes and workarounds, confirming solution effectiveness with key business stakeholders.
4. Generate structured ticket handover materials to ensure continuity in the Follow-the-Sun model.
Root-Cause Analysis & Continuous Improvement
5. Perform in-depth root-cause analysis for complex or non-standard incidents, accurately identifying underlying functional and process failures.
6. Define corrective actions and drive preventive measures to reduce recurring incidents and improve process stability.
7. Contribute to continuous improvement initiatives by identifying patterns, proposing configuration or process enhancements, and sharing findings with the broader team.
Escalation & Collaboration
8. Promptly engage the ERP Product Specialist when additional expertise is required or challenges arise beyond functional scope.
9. Escalate unresolved issues to ERP Tech Factory, providing comprehensive documentation of analysis performed and resolution attempts.
10. Provide updates on solution design and technically resolved tickets to the Shift Manager and relevant stakeholders.
11. Participate in cross-functional stand-ups to remove blockers and accelerate cross-module resolution.
Governance & Knowledge Management
12. Maintain and enhance knowledge assets, including functional documentation, troubleshooting guides, and known-error records.
13. Support regression, UAT, and hypercare testing to ensure operational readiness for releases.
14. Drive the adoption of enabling technologies (ServiceNow, Oracle EBS, SharePoint) for efficient ticket tracking and resolution documentation.

Qualification and Experience
Required:
1. 3–5 years of experience in Oracle EBS functional roles with exposure to complex incident management.
2. Established specialization in Manufacturing Oracle EBS module; experience in the other modules such as Supply Chain, Finance, Services are considered a plus.
3. Proven experience in handling complex, unstructured, or cross-module incidents.
4. Deep understanding of end-to-end business processes related to the assigned Oracle EBS module.
5. Advanced capability in conducting root-cause analysis and translating findings into actionable corrective measures.
6. Proficiency in executing low-risk functional configurations following fit-to-standard principles.
7. Strong analytical thinking and structured problem-solving skills.
8. High sense of ownership and end-to-end accountability.
9. Effective communication and stakeholder management, including in international contexts.

Preferred:
1. Experience working in Follow-the-Sun or shift-based global support models.
2. Familiarity with ITIL-aligned incident management frameworks and tools (ServiceNow).
3. Background in ERP support environments within manufacturing or industrial organizations.
4. Knowledge of continuous improvement methodologies and preventive maintenance approaches.

Key Performance Indicators
1. SLA compliance rate
2. Mean Time to Resolve (MTTR)
3. First Contact Resolution rate (FCR)
4. ERP incident recurrence rate
5. Ticket re-open rate
6. Knowledge base contribution rate
 

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