Overview
Provide Tier 2 support for Project Portfolio Management (PPM) tickets raised by Wave end users, ensuring alignment with IOM business processes and information management systems best practices.
Key Responsibilities
- Investigate escalated Tier 2 issues to determine user requirements, identify causes, and define resolution paths.
- Provide technical guidance to users on business resolution and the use of Wave.
- Escalate technical issues to Tier 3 with accurate analysis and supporting information.
- Escalate business process gaps to business teams for clarification.
- Identify common issues and resolve their root causes through problem management.
- Partner with Tier 1 to develop solutions articles for common issues.
- Coordinate support activities of supervised staff.
- Provide user support coverage during workday, evening, and rotating Sunday shifts as required.
- Perform other assigned duties.
Required Experience
Technical and functional experience working on the Project Portfolio Management (PPM) modules or the related Finance modules of an ERP system.
Qualifications
Bachelor's degree in Information Technology, Computer Science, Finance or business management/administration from an accredited academic institution with four (4) years of relevant experience. High school diploma with six (6) years of relevant experience. Oracle certifications related to Oracle Cloud ERP modules is an advantage.
