The Oracle CC&B Application Analyst is responsible for providing support services in relation to a set of applications (or specific functional areas of applications) that support the businesses in all the different phases of the ITIL Service Lifecycle model.
This includes assisting application users in solving operational problems, designing solutions within to address business needs, operating routine configuration tasks, resolving or assisting in the resolution of incidents, conducting and organizing the delivery of approved business changes and projects, and also supporting the installation of system patches and/or upgrades.
The position requires a good understanding of the Company\\\'s business processes and flows in order to be able to analyze and develop solutions that fit specific business functions. It also necessitates a solid expertise in the application functionalities to be able to carry out such changes.
Dimensions:
The primary duties of the role include:
Foster a close relationship for collaboration with business users to facilitate requirements gathering, issue troubleshooting, and general business needs.
Provide application recommendations in the usage and configuration of application functionalities (native or custom) associated to the supported system and/or functional modules
Analyze and troubleshoot application issues to acceptable resolution state
Create functional design documentation for changes, fixes and enhancements based on business requirements, and work with the technical team where development is needed
Assist with user testing process aimed to result in user sign-off
Operate as a team player, ensuring clear communication within the support group and providing assistance when needed
Suggest application enhancements in the supported functions based on observations and user feedback.
Participate in the application of patches in the assigned modules in a manner where the system remains current and continues to successfully deliver the expected functionality
Follows change control process when implementing changes for the supported business function
Builds familiarity and support the interfaces to and from other systems that impact the assigned modules
Participate in all phases of project development life cycle
Provide Level 2 support to Batch Operation Team as needed for the resolution of incidents and ensure proper completion of all critical business automated processes. May at times require the assistance of a more experienced Analyst to resolve complex incidents.
Monitor application-assigned modules for compliance with IT standards and policies
Provides regular status information, ad-hoc reports, and other documents aimed at keeping track of the support team’s progress.
This is a hybrid position with onsite location being Paramus (some days expected in Paramus each week)
Special Skills/Abilities Needed:
Proficiency with Oracle CC&B Application (required - 2 years minimum)
Proficiency with Customer & Field Service modules (preferred)
Experience with Mobile Workforce Management integration (preferred)
Experience with external customer-facing website integration (preferred)
Experience with application upgrades (preferred)
Knowledge of IS Change Control Process
Knowledgeable in the areas of business covered by the assigned application modules
Strong Communication Skills, both Oral and Writing skills that result in documented user requirements including process flows.
Ability to carry out small to medium-complexity projects related to the configuration of the application supported. May sometimes require the assistance of a more experienced analyst to complete tasks associated with complex projects.
Superior interpersonal and communication skills to facilitate business awareness in the business area along with all aspects of the development lifecycle involving user interaction.
Education/Equivalent:
Bachelor\\\'s Degree in Business, Computer Information Systems, or a related field with 3 years of experience in a computer science, technology service, or management information systems environment at a minimum
Master\\\'s Degree in Business, Computer Information Systems, or a related field with 4 years of experience in a computer science, technology service, or management information systems environment is preferred
Work Experience Needed:
4+ years of experience in Applications implementation or lifecycle development; demonstratedexperience in planning, documenting, validating and testing technical solutions