**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**Experience**:- Minimum 2 years of related work experience in the related field- Knowledge of ERP relevant module(s) is preferred ITIL Foundation Training & Certification preferred**Education**:Bachelor's degree in Supply Chain Mgmt in the areas of Production Operations, Logistics, Purchasing, Inventory Control, Warehouse Mgmt or Computer Science/Information Technology or equivalent**Required Skills**:- Basic knowledge of ERP solutions (Oracle ERP preferred), in the areas of Production Operations, Logistics, Purchasing, Inventory Control Mgmt. or Warehouse Mgmt.- Basic understanding of Supply Chain Mgmt. 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 profiency in MS Office - VISIO, Excel (pivot table, charting, macros) Oracle ERP relevant module training and certification a plus**Essential Functions & 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- Key Competencies: _- Assume ownership and responsibility in understanding incident logged, validate issue on hand, perform assessment and analysis to drive problem resolution consistent with SLA- Analyses ERP Level I support processes, identifies alternative solutions, assesses feasibility and recommends new approaches- Collect and review ServiceNow incident tickets support to ensure proper resolution and the identification of potential areas of improvements- Takes responsibility to follow through incident resolution and in getting end user satisfaction- and confirmation before resolving a ticket- Facilitate and escalate- Active engagement in issue handling and alternatives for resolution. Keep customer informed of- the status and ensure full satisfaction before resolving an incident- Monitors service delivery performance metrics and liaises with managers and customers to- ensure that service level agreements are not breached without the stakeholders being given the- opportunity of planning for deterioration in service- Takes responsibility for investigative work to determine business requirements and specify effective business processes, through improvements in information systems and 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
