Core Financial Support Specialist

# Core Financial Support Specialist ## Company Overview *Company information is not specified.* ## Job Summary We are looking for a skilled **Core Financial Support Specialist** with strong expertise in **Oracle R12 ERP Financial modules**, specifically in **Accounts Receivable (AR)**, **Accounts Payable (AP)**, **General Ledger (GL)**, **Purchasing (PO)**, and **Fixed Assets (FA)**. The ideal candidate will be responsible for providing direct support to end-users, troubleshooting system issues, and fostering customer satisfaction by ensuring efficient and effective support. This role will serve as a point of escalation, interface with application vendors, and contribute to problem management and continuous improvement in service delivery. ## Responsibilities - **User Support:** Provide direct support to users by addressing issues related to system functionality and software applications. - **Issue Resolution:** Troubleshoot and resolve technical incidents and escalate as needed, coordinating with software vendors when required. - **Customer Satisfaction:** Build a customer-centric culture by ensuring quick and effective resolution of issues, fostering confidence among users. - **Incident and Problem Management:** Participate in SLA breach reviews and major incident reviews, helping guide problem management to identify corrective actions for repeat issues. - **Technical Troubleshooting:** Work closely with developers to address and resolve technical concerns impacting application users. - **Leadership Communication:** Engage with leadership to communicate support activities, including weekly service review calls, ticket backlog reviews, SLA breaches, and ITSM change board reviews. - **Documentation:** Develop and maintain knowledge transfer documentation and customer-facing support materials to facilitate effective user self-service and reduce support requests. - **Best Practice Collaboration:** Collaborate with external peers to determine and implement best practices within the support process. - **System Performance Monitoring:** Regularly review and monitor system performance, ensuring adherence to downtime procedures, policies, and objectives. ## Qualifications - **Oracle R12 ERP Financial Expertise:** Minimum of 4 years of experience working with Oracle R12 ERP modules, particularly in Financial modules such as Accounts Receivable (AR), Accounts Payable (AP), General Ledger (GL), Purchasing (PO), and Fixed Assets (FA). - **Configuration Knowledge:** Strong understanding of out-of-the-box Oracle R12 setups and configurations. - **Technical Proficiency:** Hands-on experience with SQL, PL/SQL, and XML Publisher for reporting and customization. - **Customer Service Orientation:** Demonstrated ability to provide exceptional customer service with a focus on building user confidence and satisfaction. - **Communication Skills:** Excellent verbal and written communication skills to effectively interact with users, developers, and leadership teams. ## Preferred Skills - **Zuora RevPro Experience:** Experience with Zuora RevPro is a plus, as it will help manage revenue recognition processes. - **Problem-Solving Skills:** Ability to analyze recurring issues and actively participate in developing long-term solutions. - **Documentation Skills:** Skilled in creating detailed support documentation and knowledge transfer materials for customer-facing use. - **Leadership Engagement:** Comfortable with interacting with leadership teams, conducting service review calls, and reviewing change requests and service requests. - **System Performance Knowledge:** Familiarity with system performance monitoring and proactive issue identification. ## Experience Minimum of **4 years** of relevant experience in Oracle R12 ERP Financial modules. ## Environment This position offers a collaborative and customer-focused environment that emphasizes continuous improvement, effective communication, and strong customer service values. *Note: Occasional support outside regular working hours may be required for SLA and critical support needs.* ## Salary *Salary information is not specified.* ## Growth Opportunities *Opportunities for career advancement within the company are not specified.* ## Benefits *Benefits information is not specified.*