Job Description

• Provides technical assistance and support for queries and issues raised by the business and other IT functions related to RMS suite of solutions in production.
• Leads in RCA sessions to ensure quick resolution of tickets or that tickets are routed to other support teams correctly Addresses and resolves incidents carrying out basic diagnostics identifying where problems can be resolved on a first-time fix basis
• Ensure tickets are logged effectively enabling best management and quick resolution
• Creates necessary Problem tickets as per the ITIL process
• Accurately logs, process and tracks incidents/requests tickets from identification through
• resolution; engages other service desk resources / vendor teams or appropriate service
• resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Uses the appropriate CTI (Category/Type/Item) for logging incidents and requests.
• Monitor and identify any tickets in breach of contractual obligations, escalating where appropriate
• Creates a positive customer support experience and builds strong relationships through deep
• problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling end users with a consummately professional attitude i.e. single point of contact.

• Oracle retail RMS 6 - 9 years of experience

• Maintains high levels of standards and maximizes speed of resolutions to improve end user satisfaction.
• Adheres to and organization standards, policies, and procedures.
• Maintains and confidentiality with regards to all aspects.
• Fosters a strong team dynamic.
• Collaborates with Service Desk, Enterprise Solutions, and other Operations Teams to extend the capabilities of the Oracle RMS platform.
• Provides expertise in establishing processes and procedures to ensure standards are followed.
• Develops and documents standard operating procedures (SOP) - KMDB, best practices and documentation where required.