Basic Job Functions: Primary function is to serve as Oracle Fusion Level I support to resolve issues, ensure timely assignment of tickets, monitoring SLA and to create/update the support knowledge base. Secondary role is to work on enhancements, change requests and projects as needed. Education/Experience: Bachelor's degree in Accounting, Finance, Computer Science/Information Technology or equivalent years of work experience. No minimum work experience required in the related field. Knowledge of ERP relevant module(s) is preferred. ITIL Foundation Training & Certification preferred. Required Skills/Competencies: Basic knowledge of ERP solutions (Oracle ERP preferred), in the areas of Accounting, Finance, Costing. Basic understanding of Oracle relevant module and best practices Working knowledge of ticketing system such as ServiceNow, Remedy or equivalent Demonstrated ability to prioritize and handle multiple issues and tasks simultaneously, whether working independently or with other people Good command of spoken and written English Demonstrated ability to communicate effectively with end users and team members Ability to document processes, specifications, working instruction and solutions to drive the creation of support knowledge base system Ability to work with functional departments and consultants effectively Proven interpersonal and team player skills with multi-national locations Ability to work with global customer base. Need to be available to work in various time zones such as Americas, APAC and EMEA as needed Basic proficiency in writing queries in Oracle ERP, SQL, Crystal or equivalent Basic proficiency in MS Office – VISIO, Excel (pivot table, charting, macros) Oracle ERP relevant module training and certification a plus Essential Responsibilities: Primary Responsibilities: Serve as Oracle ERP Level I support to review and resolve tickets as they are logged To monitor and to ensure proper assignment of tickets in the queue Ability to assess issue and provide solution for Level I tickets Proactive monitoring of interfaces to/from Oracle ERP system Review tickets by frequency and categorization to identify patterns for potential improvements Monitoring of open tickets to ensure SLA compliance and escalation of aging tickets Documentation of business processes and work instructions Leverage ticket resolutions in the creation of a Support Knowledge Base system Ensure compliance with Quality, Environment, Health and Safety and Responsible Business Alliance policies and procedures that is enforced within the organization. Key Competencies: Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization. Assists in defining acceptance tests for these recommendations. Defines scope and business priorities for small-scale changes and may assist in larger scale scoping exercises. Elicits and discovers requirements from operational management and other stakeholders. Selects appropriate techniques for the elicitation of detailed requirements taking into account the nature of the required changes, established practice and the characteristics and culture of those providing the requirements. Specifies and documents business requirements as directed, ensuring traceability back to source. Analyses them for adherence to business objectives and for consistency, challenging positively as appropriate. Works with stakeholders to priorities requirements. Specifies and develops test scenarios to test that new/updated processes deliver improved ways of working for the end user at the same time as delivering efficiencies and planned business benefits. Records and analyses test results, and report any unexpected or unsatisfactory outcomes. Uses test plans and outcomes to specify user instructions. Defines test conditions for given requirements. Designs test cases and creates test scripts and supporting data, working to the specifications provided. Interprets, executes and records test cases in accordance with project test plans. Analyses and reports test activities and results. Identifies and reports issues and risks. Applies tools and methods to identify the user experience, user's characteristics and tasks, and the technical, organizational and physical environment in which the product or system will operate. Assesses, analyses, develops, documents and implements changes based on requests for change. Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures. Escalates and asks for assistance as appropriate Works to ensure quality outputs Shows a willingness to develop self Demonstrates the First Solar Values and Behaviors Equal Opportunity Employer Statement: First Solar is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.
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