IT Apps Support Associate

Job Summary

The Associate, The IT Application Support is responsible in providing technical support for Oracle end users with the operation and functionality of software applications. Duties include initial investigation, resolution, collaborating with technical subject matter experts and vendors covering application, integration and configuration issues/setup.

Duties and Responsibilities

· Incident Resolution: Triage and resolve tickets reported via the ITSM tool.

· Root-Cause Analysis: Investigate system errors, data discrepancies, and integration failures. Collaborate with functional and technical support to resolve complex issues

· User Enablement: Assist end users regarding queries, errors, other concerns.

· Month-End Support: Ensure system availability and data integrity during critical close cycles.

· Monitor and manage Service Level Agreements (SLAs)

· Initiate service improvement actions.

Effectively manage client expectations and escalate where appropriate.

Technical Competencies and Skills

• Problem-solving skills – identifies and resolves problems in timely manner, develops alternative approaches and ideas
• Communication skills – writes clearly and informatively, speaks clearly
• Customer service skills – can respond effectively to inquiries or complaint, can apply effective interpersonal skills
• People management skills – can keep the team motivated and maintain positive and productive work environment
• Planning skills – can effectively identify tasks, organize

Education, Trainings and Licenses Required

BS Accounting, ITSM experience