Application Development & Support Senior Analyst

Role Overview

Ticket Resolution and Improvement

• Own complex tickets escalated from Triage and Junior Analysts and resolve them within SLA targets.
• Support backlog prioritization, especially for high-severity incidents.
• Design, validate, and implement functional fixes and workarounds.
• Perform root-cause analysis and define corrective and preventive actions.
• Identify recurring patterns and propose configuration or process improvements.

Escalation and Collaboration

• Prepare structured handover materials for the Follow-the-Sun support model.
• Engage ERP Product Specialists when issues exceed the functional scope.
• Escalate unresolved issues to the ERP Tech Factory with documented analysis and resolution attempts.
• Participate in cross-functional stand-ups and provide updates to relevant stakeholders.

Governance and Knowledge Management

• Maintain functional documentation, troubleshooting guides, and known-error records.
• Support regression, UAT, and hypercare testing for operational readiness.
• Use ServiceNow, Oracle EBS, and SharePoint for ticket tracking and resolution documentation.

Required Qualifications

• 3–5 years of experience in Oracle EBS functional roles with complex incident-management exposure.
• Specialization in at least one Oracle EBS module, such as Manufacturing, Supply Chain, Finance, or Services.
• Experience handling complex, unstructured, or cross-module incidents.
• Strong Oracle EBS business-process knowledge and root-cause analysis capability.
• Proficiency with low-risk functional configuration using fit-to-standard principles.
• Strong analytical, problem-solving, ownership, communication, and stakeholder-management skills.

Preferred Qualifications

• Experience with Follow-the-Sun or shift-based global support models.
• Familiarity with ITIL-aligned incident management frameworks and ServiceNow.
• ERP support experience in manufacturing or industrial organizations.
• Knowledge of continuous improvement and preventive maintenance approaches.

Company Information

Performance Indicators