Job Opportunity: Oracle Helpdesk And Security Lead (Temporary)

Position: Oracle Helpdesk And Security Lead
Contract: Temporary, ASAP - 3 Month Contract with the possibility of an extension
Possibility of Extension: Yes, based on performance
Pay Rate: £346.79 Per Day PAYE, Umbrella also available
Working Hours: 36 hours per week, Monday to Friday, 09:00 AM - 2:00 PM
Location: W8 7NX

Job Purpose:

• Implementation of Oracle Fusion Internal Service Request (Finance Help Desk) including writing knowledge articles, action plans, professional user training guides, and process maps.

Key Responsibilities:

• Work with key officers across Finance to define/review Helpdesk Categories and Sub-Categories, ensuring they reflect agreed-upon business processes in terms of the areas under which workers can raise helpdesk requests and that the request is channeled to the correct queue for action.

• Ensure that the correct queues and queue members have been correctly established and that this is aligned back to the agreed handling of categories and sub-categories.
• Identify help desk requests that require action plans and forms, and work with key officers across Finance to define the content and sequence of the action plans and forms and that these are consistent with policies and process maps.
• Ensure that other aspects of the help desk setup are correctly aligned with the agreed business processes, such as the definition and content of smart text, automated notifications, milestones, and SLA timescales for the resolution of incoming requests.
• Develop Knowledge Articles and Frequently Asked Question (FAQ) content that supports all types of system users in understanding the full range of Finance transactional processes in Oracle and how they relate to policies and process maps.
• Ensure that Help desk content and setup is consistent with the Oracle system transactional procedures and that this is also aligned to Finance user roles and the content of user training manuals.
• Work with key Finance colleagues to plan and manage the testing of Help desk functionality, identify areas where changes or enhancements are required, record results, and re-test where appropriate.

Requirements:

• Experience of using Oracle Fusion or similar ERP system as part of an implementation team
• Understanding of local authority financial systems including GL, AR, and AP modules
• Working knowledge and experience in help desk administration and internal service request or similar ticketing systems
• Experience of scoping KPI and performance monitoring for a service request service
• Strong analytical skills covering numerical and non-numerical information from a wide variety of sources, with the ability to interpret data, draw conclusions, and make recommendations for Helpdesk configuration.

Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases therefore also agreeing to be represented by i-jobs with respect of the vacancy you're applying.