First Level Support Analyst – Oracle Cloud Financials

Skopje, Bitola

We are the experience innovation company!

We exist to unlock a better way to experience the world. Valtech is one of the largest global business transformation agencies. We design, build, and deliver transformative digital solutions for the world's best-known brands.

We engage with our clients worldwide to discover new opportunities, design & build digitally driven solutions, and run & continuously optimize outcomes. We build intuitive, frictionless, and connected experiences that improve human lives and make our client's businesses grow.

The ideal candidate's skills

/ involved in Oracle ERP Production Support for a large enterprise for over 1+ years, preferably in an international environment, in a Shared Service Center.

/ gained practical knowledge in some Oracle Financials Cloud Modules: GL, AP, AR, CM, FA, TAX, SLA. Techno-functional knowledge preferred. Nice to be able to write side sql queries to help analyze issues as needed.

/ experienced in production support modalities: ticket triage, day-to-day activity monitoring, ticket priorities, assignment, and resolution.

The role

Valtech has been rolling out Oracle Cloud Financials to our finance teams across the globe and are now looking for a Support Analyst.

/ You will be providing support internationally on all the modules we use today, they include GL, AP, AR, CM, FA, TAX, SLA.

/ In addition to supporting the finance teams already using Oracle, you will provide post go live support to business units when they are onboarded to Oracle.

/ As well as supporting the finance users, you will be the first point of contact for the master data maintenance teams for issues with master data or integrations.

/ You will be involved in the quarterly regression testing for any new Oracle release upgrade.

/ At Valtech we have embraced hybrid working and this role is no exception. However, there may be the need to travel a few times a year.

What you’ll be doing

/ responsible for supporting and improving the day-to-day service for Oracle Financials ERP Cloud, with active participation in the prioritisation to deliver quality support to our local business users.

/ provide support for his/ her own tickets, from analysis to resolution, for tickets of “first line/ level 1” support, and as assigned by the Support Lead.

/ triage/ reclassify/ escalate issues raised by end users to ensure all support tickets are dealt with by the right resource.

/ research issues, identify, and present findings to Support Lead as needed for issue resolution.

/ document issues and resolutions, and record all activity and communications regarding issues.

/ support the business in end user training refresh when needed.

/ interact/ communicate with internal business users regularly/ timely to build relationships, understand problems, request for additional information, and ensure user satisfaction through quality & service value.

/ adhere to internal policies and best practices to ensure complete compliance with RACIs, Audit, and information security.

/ initiate effort to maintain and update Knowledge Base documents and procedures.

/ work collaboratively with Support Lead, Business Analysts to understand the current applications in place, ensure support activities meet the SLA’s, identify inefficiencies and opportunities for support and service improvements over time.

/ assist with monitoring of system integrations, automated system flows from Third Party applications to Oracle for master data maintenance, transaction imports.

/ assist with Hypercare (post go-live support), coordinating with the Business Analyst Team.

/ perform quarterly non-regression hands-on testing for any new Oracle release upgrade.

What do we offer in return?

  • Private health insurance
  • We hope you will never need it, but nevertheless, we offer private health insurance to all our employees.
  • Education program
  • We never stop learning, that’s why we offer our employees an educational program with training and certification.
  • Wellbeing program
  • We all deserve to live a healthy and well-balanced life. It's not an option, it's a necessity!
  • Free beverages
  • Enjoy free coffee, drinks, and snacks at work, or join one of our famous company dinners.
  • Social events
  • We enjoy spending time together, not only at work. Ski trips, carting, laser-tag, wine tasting, picnics, cooking classes… you name it – we’ve done it! There are plenty of cool events to join and to get to know your colleagues.
  • Competitive conditions
  • Besides a competitive salary and 24 days of vacation, you will join annual company events with the whole team.
  • Challenging projects
  • Ready for a challenge? We guarantee you’ll find challenging projects at Valtech!
  • Cool colleagues
  • What’s the most important thing in a job? Cool colleagues with whom you spent most of the time during the week. We have a lot of them!
  • Honest feedback
  • Honesty, openness and respect are among our core values. We encourage an open feedback culture in order to build trust and grow together

Diversity and Inclusion at Valtech

At Valtech, we’re here to engineer experiences that work and reach every single person. To do this, we are proactive about creating workplaces that work for every person at Valtech. Our goal is to create an equitable workplace that gives people from all backgrounds the support they need to thrive, grow, and meet their goals (whatever they may be). You can find out more about what we’re doing to create a Valtech for everyone here.

Our company values

We SHARE our knowledge with our clients and colleagues all over the world. We value different opinions and embrace open discussions. We DARE to go into unknown territories. We dare to speak up and be totally honest. We CARE about the end-user experience, about our clients' businesses, and about the quality of the things we make. We want to make the world a better place through the work we do.

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