Overview
Provide Tier 2 support for Supply Chain tickets raised by Wave end users, ensuring alignment with IOM business processes and information management systems best practices.
Key Responsibilities
- Maintain advanced knowledge of Supply Chain business processes and Wave technical configuration.
- Investigate escalated Tier 2 issues to determine user requirements, identify causes, and define resolutions.
- Provide technical guidance to users on business resolution and Wave usage.
- 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 root causes through problem management.
- Partner with Tier 1 to develop Solutions articles.
- Coordinate support activities of supervised staff.
- Provide user support coverage during workday, evening, and rotating Sunday shifts.
Required Experience
- Four (4) years of relevant experience with a Bachelor's degree, or six (6) years of relevant experience with a high school diploma.
- Technical and functional experience working on the supply chain modules of an ERP system (e.g., Procurement processes, Receipts, Inventory Management and Warehousing processes).
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Supply Chain Management or business management/administration from an accredited academic institution.
- High school diploma.
- Oracle certifications related to Oracle Cloud ERP modules is an advantage.
