pSenior Oracle EBS Manufacturing Support Analyst /ppstrongLocation: /strong Italy /ppbr / /ppRole Overview /ppThe ERP Second Level Support (RUN) Senior Analyst will be responsible for providing advanced functional support and conducting in-depth root-cause analysis for complex Oracle EBS manufacturing-related incidents. /ppThe role will act as a subject matter expert across key Oracle EBS manufacturing modules, including Inventory (INV), Master Data Management (MDM), Work in Process (WIP), Manufacturing Configurator, Quality, MRP, ASCP, and Project Manufacturing. /ppWorking within the ERP Second Level Support team, the Senior Analyst will take end-to-end ownership of complex tickets, deliver effective functional solutions, implement preventive measures, and support continuous improvement across Oracle EBS processes. /ppThe role will also contribute to effective workload coordination, ticket prioritisation, and knowledge sharing across the analyst team, ensuring consistent service quality and uninterrupted support within a global Follow-the-Sun operating model. /ppCore Responsibilities /ppTicket Resolution Backlog Management /pulliTake end-to-end ownership of complex Oracle EBS incidents escalated from Triage and Junior Analysts, ensuring timely resolution within agreed SLA targets. /liliSupport ticket prioritisation and backlog management, particularly for high-severity incidents, ensuring alignment with business impact and service-level requirements. /liliAnalyse, design, validate, and implement functional fixes and workarounds, confirming solution effectiveness with relevant business stakeholders. /liliPrepare structured ticket handover documentation to ensure continuity across global Follow-the-Sun support teams. /liliCoordinate and prioritise activities across the analyst team to optimise resource utilisation, balance workloads, and maintain consistent service delivery. /li /ulpRoot-Cause Analysis Continuous Improvement /pulliConduct in-depth root-cause analysis for complex, recurring, and cross-module incidents. /liliIdentify underlying functional, technical,



and process-related issues affecting Oracle EBS operations. /liliDefine corrective actions and support the implementation of preventive measures to improve system stability and reduce recurring incidents. /liliIdentify patterns and opportunities for Oracle EBS configuration, process, and operational improvements. /liliShare findings and recommendations with ERP Product Specialists and relevant business stakeholders. /li /ulpEscalation Cross-Functional Collaboration /pulliCollaborate with ERP Product Specialists when additional expertise is required or issues extend beyond the functional support scope. /liliEscalate unresolved issues to the ERP Tech Factory, providing comprehensive documentation of analysis, troubleshooting, and resolution attempts. /liliProvide regular updates on solution design, ticket progress, and resolved incidents to the Shift Manager and relevant stakeholders. /liliWork closely with the Domain Head, Junior Analysts, ERP Tech Factory, and Product Specialists to ensure effective escalation and resolution processes. /liliParticipate in cross-functional stand-ups and collaboration sessions to remove blockers and accelerate cross-module issue resolution. /li /ulpGovernance, Testing Knowledge Management /pulliMaintain and enhance functional documentation, troubleshooting guides, and known-error records. /liliSupport regression testing, User Acceptance Testing (UAT), and hypercare activities to ensure operational readiness for system releases. /liliPromote the effective use of ServiceNow, Oracle EBS, SharePoint, and other supporting tools for ticket management and knowledge sharing. /liliContribute to the development of best practices and standardised support processes.



/liliShare knowledge and provide guidance to Junior Analysts and wider support teams. /li /ulpQualifications /ppExperience /pulli3–5 years of experience in Oracle EBS functional support or related ERP functional roles. /liliEstablished expertise in at least one Oracle EBS manufacturing-related module. /liliExperience managing complex, unstructured, and cross-module incidents. /liliStrong understanding of end-to-end business processes associated with the relevant Oracle EBS modules. /liliExperience with incident management, functional troubleshooting, and root-cause analysis. /liliPractical experience delivering low-risk functional configurations in line with fit-to-standard principles. /li /ulpTechnical Functional Skills /pulliStrong functional knowledge of Oracle EBS manufacturing processes and relevant modules. /liliAdvanced analytical and problem-solving capabilities. /liliAbility to identify root causes and translate findings into effective corrective and preventive actions. /liliUnderstanding of ERP support processes, SLAs, and incident prioritisation. /liliAbility to collaborate effectively with technical and functional teams across multiple business areas. /liliStrong communication and stakeholder management skills within an international environment. /li /ulpNice-to-Have Experience /pulliExperience working within a Follow-the-Sun or shift-based global support model. /liliFamiliarity with ITIL-aligned incident management processes and tools, including ServiceNow. /liliPrevious experience supporting ERP environments within manufacturing or industrial organisations. /liliKnowledge of continuous improvement methodologies and preventive maintenance approaches. /liliExperience working with Oracle EBS integrations and cross-functional business processes. /li /ulpKey Performance Indicators (KPIs) /pulliSLA compliance rate /liliMean Time to Resolve (MTTR) /liliFirst Contact Resolution (FCR) rate /liliERP incident recurrence rate /liliTicket re-opening rate /liliKnowledge base contribution rate /li /ulpbr / /p

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