[6212]Support Engineer (L3 Support) for Oracle E-Business Suite

Start date: Negotiable
Clearance: NATO Secret or equivalent
Location: Braine-l'Alleud, Belgium (40% on-site / 60% off-site)

SCOPE OF WORK
Under the overall direction of the Service Area Owner and Service Delivery Manager, the following activities will be supported:
1) Being responsible for the assigned business applications and services.
2) Log and track support incidents using the helpdesk ticketing system. Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
3) Providing 2nd and 3rd line support to the assigned business applications, by responding to service requests, investigating and resolving incidents and problems, communicating solutions or advice to customers and users on changes and improvements based on best business practices.
4) Contributing to the gathering, analysis, setup, design, and documentation of new requirements and change requests.
5) Developing and reviewing documentation such as requirements, definitions, functional and technical design documents, system specifications, or other deliverables.
6) Providing time estimates for the development and implementation of new requirements.
7) Ensuring full lifecycle tests of requests for change before they are presented to the user for user acceptance testing.
8) Active contribution to relevant projects or service operations across Service Lines where integration is required.
9) Participating in job-related conferences and trainings in order to keep knowledge and expertise up-to-date.
10) Escalate complex issues to vendor support or appropriate teams when necessary. Follow up on escalated issues to ensure timely resolution and user satisfaction.
11) Providing briefings and presentations.
12) Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions. Share knowledge and best practices with team members to improve overall service quality.
13) Provide users with guidance and training on best practices for using Oracle EBS Applications. Promote self-service tools and resources to empower users and reduce support requests.
14) Communicate effectively with users to understand their issues and provide clear instructions. Collaborate with IT teams to resolve issues and improve service delivery.

Requirements

• A minimum of 10 years of recent practical experience as a functional resource within Oracle E-Business Suite Financials 12.2.X, demonstrating a 24-month sustained period of performance on the previous 2 most recent assignments.
• A minimum of 10 years of experience with Oracle E-Business Suite Release 12.2.X Financials and Purchasing applications, including but not limited to General Ledger, Accounts Payable, Accounts Receivable, Cash Management, and Sub-Ledger Accounting; Fixed Assets business flows and setups plus their implications at the General Ledger level; budget accounting (summary account, budgetary control configuration), encumbrance accounting, accrual accounting, and experience with Public Sector accounting processes.
These services are critical for maintaining efficient IT support operations, ensuring users receive timely and effective assistance.
The proposed person to deliver these services shall be a motivated engineer with:
• Strong problem-solving skills
• Full proficiency in English
• A passion for customer service.