ERP Technical Support Analysts

Overview

Provide technical support for Oracle ERP systems.

You have:

• University degree or equivalent in Computer Science or Mathematics, Statistics or related field.
• Working knowledge of English (level C), French or Spanish and limited knowledge (level B) of one of the other two or Arabic, Chinese, Russian.
• Minimum 8 years of relevant work experience in Oracle E-Business Suite (R12.2).
• At least 4 years of relevant work experience in Oracle Taleo Recruitment and Onboarding modules.

Organizational Setting

The Digitalization and Informatics Division (CSI) is responsible for all IT activities within the Organization. CSI performs on behalf of the Organization the following critical roles: defining FAO IT policies and providing strategic advice on IT architecture and standards, governance, policy and operational matters while monitoring organizational compliance; defining the mechanisms for managing FAO's information and data; protecting FAO's information assets and ensuring confidentiality, integrity and availability; ensuring provision of IT services that are core for the Organization's global operations and supporting the information and business processes; coordinating organization-wide IT activities in order to reduce duplication and fragmentation and to increase integration of information data, systems and platforms, mobilizing IT resources from across the Organization.

Reporting Lines

The consultants/PSAs, with the role of ERP Technical Support Analyst, will work within the Corporate Systems area, under the direct supervision of an Information Technology Officer.

Technical Focus

This role is a senior technical analyst role expected to contribute to the resolution of system issues for the corporate ERP, specifically Oracle eBusiness Suite 12.2.10 and Oracle Taleo Recruiting and Onboarding modules. The analyst will work in a team and will liaise with various other technical teams. Furthermore, the corporate ERP is hosted off-premises therefore interaction with the hosting provider will be required, as well as with Oracle support for Taleo.

Tasks and responsibilities

• Troubleshoot and determine the root cause for technical issues related to FAO’s ERP, in particular for those modules implemented such as: General Ledger, Account Payables, Account Receivables, Procurement, Cash Management, Fixed Assets, HRMS including core HR, OTL and PM • Provide support for Oracle Taleo Enterprise Edition, TCC and technical interfaces • Provide technical analysis and support to Oracle on Service Requests, create and manage SRs until their resolution • Liaise with the Shared Services Contact Center (1st and 2nd line support) for clarification on tickets and Business users • Perform code fixes for bugs in custom modules, performing unit testing of such fixes, assisting Business users during the testing phase if required • Ensure development standards, documentation and change management procedures are followed • Recommend operational improvements to improve the efficiency of support processes • Assist with setup, personalization, manual production support activities during monthly/ad-hoc maintenance windows • Participate in weekly team meetings with technical groups, business focal points, shared services center team, infrastructure hosting teams • Assist in daily application monitoring of alerts, warnings to help ensure high uptime of FAO’s ERP • Other related duties as needed

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• For Consultants: University degree or equivalent in Computer Science or Mathematics, Statistics or related field. • Working knowledge of English (level C), French or Spanish and limited knowledge (level B) of one of the other two or Arabic, Chinese, Russian. • For PSA: University Degree or relevant educational background and equivalent technical experience. • Working knowledge (level C) of English, French or Spanish. • Minimum 8 years of relevant work experience in Oracle E-Business Suite (R12.2) application life cycle and at least 4 years of relevant work experience in Oracle Taleo Recruitment and Onboarding modules.

FAO Core Competencies

• Results Focus • Teamwork • Communication • Building Effective Relationships • Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

• Experience in working with the Oracle E-Business Suite, preferably in the public sector or international organization implementations • Experience with one or more of the following Oracle E-Business Suite modules: Purchasing, Accounts Payable, Accounts Receivable, General Ledger (Including SLA), Cash Management, Fixed Assets, Human Resources, and Oracle Taleo & TCC • Demonstrated ability in working independently and effectively at all levels in a collaborative team environment • Demonstrated ability to communicate in English, concisely in writing and verbally • Demonstrated ability to draft clear and concise reports in English and to communicate complex technical information to non-technical Business users

Selection Criteria

• Extent and relevance of experience in providing support for Oracle E-Business Suite Release 12 and/Taleo • Proficiency with specific modules such as General Ledger, Account Payables, Account Receivables, Procurement, Cash Management, Fixed Assets, HRMS including core HR, OTL and PM • Proficiency with specific Oracle tools and technologies such as Forms, Reports, XML Publisher, Workflow, OAF, ADF, AME, SQL, PL/SQL, Taleo OTBI and TCC • Extent and relevance of experience in establishing and maintaining relationships with users and other technical teams • Good oral communication skills in English • Interview will be carried out to further evaluate the candidates.

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Potential interview questions

Added 3 years ago - Updated 1 year ago - Source: fao.org