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Lead Support Analyst – Oracle Cloud Financials

Bitola, Skopje

We are an experienced 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

  • Have led Oracle ERP Production Support for a large enterprise for over 3+ years, preferably in an international environment, in a Shared Service Center.
  • Versed in 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.
  • Well experienced in production support modalities: ticket triage, day-to-day activity monitoring, ticket priorities, assignment, and resolution.
  • Versed with SLA's, metrics, stakeholder management, global practice.

Additionally, on the softer skills side you will …

  • Be comfortable working independently, and able to manage own time effectively
  • Enjoy working in a small team, reaching out for help as and when required
  • Have strong written and oral communication skills
  • Have a customer service mindset with strong interpersonal skills to develop a rapport and credibility with users with a variety of roles and seniority
  • Be confident communicating with system superusers throughout the business, particularly finance users
  • Have good analytical and problem-solving abilities
  • Be keen to learn new systems and be able to pick up new concepts quickly

    The role

    Responsible for leading cross-functional/ technical issue resolution and coordination with the Business Analyst Team, Internal Control Team, escalating as necessary, to deliver quality service to our local business users.

    • Provide support for his/ her own tickets, from analysis to resolution, for tickets of “higher” priority.
    • Ensure customized Knowledge Transfer to the other support team members as needed.
    • Interact/ communicate with internal business users regularly/ timely to build relationships and ensure user satisfaction through quality & service value.
    • Abide by 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 Business Analyst Team and Stakeholders (Business Users, Finance Leadership Teams, Internal Control Team) 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 system integrations, automated system flows from OpenAir to Oracle for master data maintenance, transaction imports.
    • Assist with data migration in the context of a new deployment of the Oracle Core Model Solution: switch from an ERP legacy system to Oracle Financials Cloud.
    • Assist with Hypercare (post go-live support), coordinating with the Business Analyst Team.
    • Lead the quarterly Oracle Non-Regression Testing for any new 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

    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.

    Say hello to your future. Apply!

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