Freelancing - Oracle EBS L1 Support

Company: Willware Technologies

Job Title: Freelancing - Oracle EBS L1 Support

Location: Remote/2:30 PM IST to 11:30 PM IST

Experience: 7+ Years

We are seeking an Oracle EBS L1 Support to provide first-level support for Oracle E-Business Suite applications. The role involves handling user incidents, troubleshooting functional issues, monitoring system processes, and ensuring timely resolution or escalation of support tickets. The ideal candidate should have working knowledge of Oracle EBS Finance and Supply Chain modules along with strong customer support skills.

• Respond to user requests, incidents, and service tickets related to Oracle EBS applications.
• Provide first-level functional support for Oracle EBS modules including:
  • Accounts Payable (AP)
  • Accounts Receivable (AR)
  • General Ledger (GL)
  
  • Purchasing (PO)
  • Inventory
  • Order Management (OM)
• Diagnose and troubleshoot transaction processing issues.
• Assist users with application navigation, data entry, and report execution.

• Monitor concurrent programs and identify failed requests.
• Investigate workflow notifications and transaction errors.
• Validate transaction data and identify user-input or process-related issues.
• Perform basic data verification and reconciliation activities.
• Track incidents through closure while ensuring SLA compliance.

• Create and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.

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• Document recurring issues and recommend process improvements.
• Maintain accurate ticket updates and resolution notes.

• Escalate unresolved issues to L2/L3 support teams with complete analysis and supporting information.
• Coordinate with technical and functional teams for issue resolution.
• Communicate ticket status and resolution updates to end users and stakeholders.

• Experience supporting Oracle E-Business Suite (R12 preferred).
• Knowledge of Oracle EBS Finance modules (AP, AR, GL).
• Knowledge of Oracle EBS Supply Chain modules (PO, Inventory, OM).
• Understanding of Oracle workflows, concurrent processing, and standard reports.
• Basic SQL knowledge for data validation and troubleshooting.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or Jira.
• Strong analytical, communication, and customer support skills.