Job Description (JD)

Job Title

IT Application support

Purpose of Role:

We are recruiting for an IT application support role to help support the business in using several key applications, the main one being Oracle Fusion. We are expanding our support team to help support the business in taking full advantage of the system as well as help answer issues and queries when they arrive.

The successful candidate will have Oracle fusion experience, ideally worked in a support role for the system. The candidate will have experience in customer services and determination to problem solve and support users of all levels.

Principal Accountabilities

You will work closely with the rest of the IT team and act as first line support for Oracle and some minor systems, you will work closely with our support and development partner who handle the complex project work on Oracle. You may be needed to help support the business on some general IT support work, but this is mostly outsourced now so it will be general IT advice or pointing them in the right direction for the correct support team.

You will also support the identification, management and integration of any additional IT Applications that may be needed in the future by working with the end users to elicit requirements and help on project work.

• Oracle first line support from end users on technical issues
• Day to day contact with our technical suppliers on their workloads, issue statuses and reports
• Working with the business users to understand change requests and either make the changes or escalate higher if needed
• Helping guide and test new functionality
• Quarterly patch management
• Problem solving of basic issues and escalating issues where needed
• Understanding the general back-office systems like Microsoft 365, Teams, basic it in general
• Testing systems when needed
• Working with the IT team on any IT projects they may need resources for deployment
• Ensure robust IT System continuity and escalate any potential issues that could impact this

Oracle specific support tasks

• User Security Access - Managing GFSL and 3rd Party Account Access and Roles.
• Procurement - Supporting the flow of PO’s through the system when issues occur.
• Reports - Create and Modify OTBI Reports.
• Ticket logging - Manage Oracle day to day Issues using a ticket system.
• Monthly Reports - Update and Maintain Monthly Reports (Licences, and data extracts etc)
• Oracle Testing - Quarterly Update and New Project Testing.
• Oracle Training - Knowledge share, OTBI and Site Training.
• Generally being a ‘go to’ person for Oracle issues and questions, either knowing the answer or being able to find out who can answer it.

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary.

Minimum Eligibility

All candidates are subject to security and identity checks prior to taking up post.

All external candidates are subject to 6 months probation.  Internal candidates are subject to probation if they have not already served a probationary period within GFSL.

All staff are required to declare whether they are a member of a group or organisation which the Prison Service consider to be racist.

Skills and Abilities

• Communication skills including: face to face, report writing, process & procedure documentation. working with all levels of the business from CEO to Cleaner. being able to ascertain information from all internal and all external stakeholders and communicate back to them.
• Able to translate technical issues and requirements into non-technical terms and vice versa
• Empathetic and with strong interpersonal skills.
• Able to adjust quickly to new situations and changing priorities
• Problem solving - being able to identify problems and work on resolutions to them with our suppliers or on your own. owning the issue without the need for the senior management team to get involved.
• IT literate at the level expected of anyone working within an IT team
• The ability to remain calm and professional with internal and external stakeholders

Experience

• Oracle Fusion HCM & ERP modules or similar HR and Finance system
• IT Systems admin/support.
• Experience of communicating and managing expectations to all levels of staff

• The ability to escalate complex/urgent issues but to take responsibility for resolving basic/medium issues including taking the cost/benefits/risks into consideration.

• working with a 3rd party technology supplier and keeping them to account when needed

• a track record of customer service skills

Desirable experience:

• Working in a small team and helping others as and when needed
• Software testing
• Requirements elicitation
• Experience of working with stakeholders within Central Government

Knowledge

• Good knowledge or Oracle Fusion and experience required to support end users
• The desire to learn and fill knowledge gaps to help support the business
• Oracle accreditations for Oracle Fusion
• Broad technology exposure to:

• SQL
• Report Writing
• ERP Systems
• Microsoft 365
• Teams

Personal

• Honesty and integrity
• Patient and understanding with users who struggle with IT
• Professional and approachable attitude
• Willingness to learn new skills
• Well Presented
• Reliable
• Self-motivated with a positive ‘can do’ approach to work
• Does not need constant supervision to stay ‘on track’
• owning certain projects and functionality fully, from the budget to delivery

Qualifications

• Experience with Oracle Fusion is a must and any Oracle university qualifications would be great but not required.
• demonstrable IT support experience is needed with support qualifications being a nice to have
• should be educated to degree level or Equivalent work experience
• Experience and attitude towards providing a solid service and always learning are key

Other Attributes and other requirements

• Flexible over working hours according to the needs of the business
• Reasonable travel as required