L3 Support Specialist for Oracle

• Provide Expert-Level Support: Act as the primary point of contact for L3 support issues related to Oracle ERP finance modules, including troubleshooting and resolving technical problems.
• Serve as the highest level of technical escalation for complex Oracle ERP  system issues, providing expert analysis, diagnosis, and resolution.
• Lead troubleshooting efforts for critical incidents, coordinating with cross-functional teams, vendors, and stakeholders to ensure timely resolution and minimal impact to business operations.
• Conduct in-depth root cause analysis for recurring or systemic issues, identifying underlying problems and implementing preventive measures.
• Design and implement advanced solutions, configurations, and workarounds to address complex system issues and optimize performance.
• Develop and maintain advanced scripts, tools, and utilities for monitoring, diagnostics, and automation of Oracle ERP  processes.
• Collaborate with Oracle support and development teams to escalate and resolve product-related issues, including bug fixes, patches, and enhancements.
• Lead efforts to evaluate, test, and implement Oracle ERP  upgrades, patches, and new releases, ensuring compatibility and adherence to best practices.
• Mentor and train L2 and L1 support staff on advanced troubleshooting techniques, system architecture, and Oracle ERP  best practices.
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures for Oracle ERP  support.
• Stay abreast of emerging technologies, industry trends, and Oracle ERP  updates to drive continuous improvement and innovation.
• Be flexible with respect to work timings and be open for extended working hours.
• Incident Management: Manage and prioritize incidents, ensuring timely resolution and communication with stakeholders.
• System Maintenance: Perform routine maintenance, updates, and patches to Oracle ERP finance systems to ensure optimal performance and security.
• Process Improvement: Identify opportunities to improve financial processes and system functionalities, providing recommendations and implementing solutions.
• User Training: Develop and deliver training materials and sessions to end-users, enhancing their understanding and efficient use of Oracle ERP finance modules.
• Collaboration: Work closely with IT, finance, and other departments to address and resolve system-related issues and enhancements.
• Documentation: Maintain comprehensive documentation of system configurations, procedures, and incident resolutions.
• Compliance and Audit: Ensure that all financial systems and processes comply with regulatory requirements and support audit activities.
• Collaborate with L2 support teams to ensure timely escalation and resolution of complex issues.
• Perform root cause analysis of recurring issues and recommend long-term solutions to prevent future occurrences
• Develop and deliver training materials and sessions to enhance user proficiency and understanding of the ERP system.
• Provide guidance on best practices and procedural compliance to ensure accurate financial reporting and analysis.
• Create Knowledge documents and repositories to capture Standard Operating Procedures, Known error database, etc
• Stay current with Oracle ERP  technologies, updates, and industry best practices to continuously improve support services and drive innovation

• Education: Bachelor’s degree in Finance, Accounting, Information Technology, or a related field. Certifications in Oracle ERP or relevant finance modules are preferred.
• Experience: Minimum of 7-8 years of experience in Oracle ERP support within the finance function, preferably in the insurance industry.
• Strong understanding of finance processes and principles, including General Ledger, Accounts Payable, Accounts Receivable, GL, Inter Company, Tax, Cash Management, AHCS (Accounting Hub Cloud Services), and Fixed Assets management.

• Experience with SQL and other database management tools.
• Familiarity with business intelligence and reporting tools (e.g., Oracle BI, Tableau).
• Knowledge of system integration principles and practices.
• Strong understanding of Oracle ERP architecture, configuration, and integration with other systems.
• Experience with Oracle ERP  performance tuning, system optimization, and capacity planning.
• Extensive knowledge of Oracle Cloud ERP, BIP Reporting, Oracle Integration Cloud and Oracle Cloud Infrastructure
• Expertise in SQL and PL/SQL for advanced data analysis, diagnostics, and performance tuning.
• Strong understanding of Oracle ERP  architecture, integration, and customization capabilities.
• Proven track record of leading complex troubleshooting efforts and driving resolution for critical incidents.

• Excellent problem-solving and analytical skills with a keen attention to detail.
• Strong communication and interpersonal skills to effectively interact with users, IT teams, and business stakeholders.
• Ability to work independently and as part of a team in a fast-paced and dynamic environment.
• Proactive and adaptable approach to identifying and addressing system issues and user needs.

• Relevant Oracle certifications (e.g., Oracle Certified Professional) preferred.
• Experience in the insurance industry or a similar regulated environment.
• Project management experience or certification (e.g., PMP, PRINCE2) is a plus.
• Knowledge of regulatory requirements specific to the finance function in the insurance industry.

The role is typically performed in an office setting, with occasional requirements for remote support or working outside regular business hours to address critical issues or perform system maintenance. The Support Specialist will need to balance multiple priorities and work collaboratively with various teams to ensure the continuous improvement and reliability of the Oracle ERP solution.

• Technical Skills: Proficient in Oracle ERP finance modules (such as General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets), SQL, and other relevant tools and technologies.
• Problem-Solving: Strong analytical skills with the ability to troubleshoot and resolve complex technical issues effectively.
• Communication: Excellent verbal and written communication skills, with the ability to interact with users at all levels of the organization.
• Team Player: Ability to collaborate and work effectively within a team environment.
• Attention to Detail: High level of accuracy and attention to detail in all tasks.
• Adaptability: Ability to manage multiple priorities and adapt to changing business needs.

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT
 

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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