Job Description:
POSITION SUMMARY:
The Enterprise Support Specialist II provides Tier 2 support for enterprise information systems that support the organization’s operations, including Oracle Fusion, Oracle Cloud WMS, and related platforms. This role is responsible for troubleshooting system issues, supporting integrations, and maintaining application performance and reliability.
The Specialist collaborates with Database Engineers, developers, vendors, and business users to support system functionality, enhancements, and upgrades. This role also leads patching cycles, regression testing, and change management processes while serving as a mentor to Tier 1 support staff and contributing to continuous improvement initiatives.
JOB DUTIES:
Core Competencies
- Strong knowledge of enterprise applications (Oracle Fusion ERP/SCM/HCM or similar platforms)
- Technical proficiency in SQL, REST APIs, and system integrations
- Analytical thinking and problem-solving skills
- Understanding of business processes and system alignment
- Effective written and verbal communication across technical and non-technical audiences
- Ability to manage multiple priorities in a fast-paced environment
- Strong organizational and time-management skills
- Collaboration and cross-functional teamwork
- Mentorship and knowledge sharing capabilities
- Commitment to continuous improvement and operational excellence
Essential Responsibilities
Enterprise Application Support
- Provide Tier 2 support for enterprise systems, including troubleshooting, issue resolution, and escalation.
- Monitor system performance and ensure operational reliability.
- Support system functionality across Oracle Fusion, WMS, and related platforms.
System Integration & Development Support
- Support and maintain system integrations, APIs, and data flows.
- Collaborate with Database Engineers and developers on enhancements and fixes.
- Assist with reporting, data analysis, and system optimization efforts.
Change Management & Release Support
- Lead change management, version control, and release processes.
- Coordinate quarterly patching cycles, including regression testing.
- Lead QA/UAT testing efforts and manage promotion of updates to production.
Continuous Improvement & Optimization
- Evaluate and recommend system enhancements and configurations.
- Identify opportunities to improve system utilization and business processes.
- Collaborate with users to drive adoption and operational efficiency.
Documentation & Training
- Develop and maintain system documentation, SOPs, and training materials.
- Provide mentorship and support to Tier 1 IS staff and end users.
- Facilitate knowledge transfer and user training sessions.
Vendor & Stakeholder Coordination
- Coordinate with vendors (e.g., Oracle) and support partners to resolve complex issues.
- Collaborate with internal stakeholders to prioritize and manage system needs.
Operational Support
- Manage multiple support requests, projects, and operational tasks simultaneously.
- Participate in after-hours on-call rotation as required.
- Perform additional duties as assigned.
EDUCATION:
Required
- Bachelor’s degree in Computer Information Systems, Information Technology, Computer Science, or related field
Experience
- 3–5 years of experience supporting enterprise applications
- OR
- 5–7 years of experience supporting enterprise applications in lieu of degree
Preferred
- Experience in healthcare or supply chain environments
- Experience with Oracle or Microsoft SQL
