Job Description :

This is from Forsys Inc.

Job Title: Oracle ERP Financial Support Lead

Location: San Francisco, CA

Duration: 6+months

Rate: DOE

Job Description:

Yelp Financial Systems team is seeking a Technical Support Team Lead role to oversee all technical support processes and ensure business partners are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution or escalation of client support cases. The Technical Support team lead will lead the planning, designing, and analyzing the FinSys Support team according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. Responsibility will include service process design, performance analysis, and proposing proactive resolution plans. The Technical Support Team Lead will also contribute to hands-on direct client responses and be responsible for all escalated problem resolution by giving in-person, hands-on support to our clients.

What You Will Do:

Support Process Optimization and Team Management

Establish Support procedures (process flows), operating models, define Support Service Level Agreement (SLA) for support case, get buy-in from business, and implement SLA model across Finsys and broader finance / extended impacted teams

Create Knowledge sharing portal, troubleshooting issues, planning application releases and system changes,
communicating resolutions and updates, managing and prioritizing work load

Analyze performance of support activities and documented resolutions, identify problem areas, and deliver solutions
to enhance quality of service and to prevent future problems

Develop and enforce request handling and escalation policies and procedures, including establishment of War room
approach for P1 cases

Track and analyze trends in Support Desk requests and generate statistical reports backlog, trending, etc)

Lead, mentor and guide support staff, both in support activities acumen and in detail product and technical

Support escalation point, troubleshooting issues, testing, communicating updates/progress

Maintain and enforce policies, procedures, and appropriate controls for the team

Clearly outline and enforce procedures that outline how problems are identified, documented, assigned and resolved
clearly and quickly.

Work closely with product management and quality group to ensure consistency is met regarding non-conformances
and improvements

Enhancements Project Management

Work closely with the Business and Functional team to gather requirements for reports, interfaces, extensions,
integration and conversions for Oracle’s Suite of Business Applications

Manage team work load using Agile and waterfall methodologies

Produce status reports and conducts status meetings and facilitates issue resolution and risk management sessions

Partner with the Oracle Managed Cloud Services team with lead responsibilities to open, manage, and resolve
Oracle Service Requests (SR) and Request for Changes (RFC

Plans and leads specified software development roadmap tasks (design, coding, and testing) to meet specifications.

Delivers timely and quality CR Projects updates and services that meet or exceed team managers and client

We Are Looking For:

Excellent Team lead with understanding of Oracle ERP, IT Applications implementation, process design using

industry planning applications

Strong communication, negotiation and relationship building skills

Ability to resolve highly complex technical issues

Ability to manage, coordinate, guide other functional and technical professionals

Outstanding leadership skills

Ability to manage complex projects

Excellent negotiation skills while working with business owners

Ability to work well with senior management

Strong customer service and support focus with a desire to deliver a high-quality service

Self-motivated and highly professional with ability to lead and take ownership and responsibility

Ability to multi-task, work under pressure and to tight deadlines

A desire to learn and improve skills and knowledge

Adaptable and flexible to business demands

Strong organizational and planning skills

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest
and conviction records.