IT Service Management - Systems Analyst

 

As the provider of the world’s most complete, open, and integrated business software and hardware systems, Oracle is dedicated to unleashing innovation by simplifying IT. With more than 40 years of information technology innovation, Oracle is the recognized industry leader in enterprise application and technology solutions. Oracle Managed Cloud Services (OMCS) is growing, and we are seeking a passionate IT Service Management (ITSM) professional to join the organization.

About the Job

As part of the Service Support & Operations team, you will own, improve, document, and report on various aspects of key Service Management disciplines, including SLA & SLO management, Incident Management, and Problem Management metrics and KPIs. You will directly contribute to the success of the Service Support & Operations team, which is an integral part of the Oracle Managed Cloud Service offerings.

 

Responsibilities

• Responsible for the creation and reporting of metrics, facilitating the integration of metrics across multiple systems of record
• Define and document the SLA Management processes, as well as the delivery of a diverse set of operational metrics
• Prepare and present the metrics reports each week for various levels in the organization, including executive leadership
• Ensure all policies, controls, and procedures are documented and made available to all internal stakeholders
• Analyze trend data to derive potential improvements with a focus on efficiencies to provide positive outcomes for our Customers
• Provide expertise in operational and case metrics reporting, including availability across various regions or functions 
• Coordinate SLA & SLO Management activities across all OMCS service teams and take responsibility for effectively running this process across OMCS
• Consult with cross-company teams on the proper integration and correlation of the reporting processes
• Understand the contractual service levels (SLAs) as well as SLOs, and strive to meet, in support of clients’ mission-critical business requirements
• Use OMCS capabilities to transform metrics reports from manually produced reporting to automated reporting and dashboards
• Encourage automation, efficiency, and streamlining of ITSM processes and workflows to promote the adoption of Agile Service Management best practices
• Facilitate and lead weekly and monthly meetings when necessary
• Communicate inefficiencies and deficiencies related to the process to management
• Collaborate with all levels within the organization, including the leadership team
• Perform other ITSM related duties assigned as needed

 

Requirements

• Bachelor’s degree in the field of information technology, engineering, or science, or equivalent experience
• 8+ years’ experience in information technology or the equivalent combination of education, training, and/or work experience
• ITIL Foundations or ITIL 4 certification with demonstrable knowledge of the ITSM framework
• 2+ years of ServiceNow platform experience, including a good working understanding of the Incident and Problem Management processes
• Excellent written and spoken communication, and interpersonal skills
• High proficiency in Confluence and Jira
• Productive attitude with a focus on Continuous Service Improvement
• Ability to influence, collaborate, and communicate directly with stakeholders
• Ability to multi-task and adapt to changes quickly
• Ability to function in an environment that requires flexibility, good judgement, and sound decision-making, sometimes based on limited information and/or under extreme conditions

 

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, age, or any other characteristic protected by law.

 

Detailed Description and Job Requirements - Internal

Manage the development and implementation process of a specific company product.

Manage the development and implementation process of a specific company product involving departmental or cross-functional teams focused on the delivery of new or existing products. Plan and direct schedules and monitor budget/spending. Monitor the project from initiation through delivery. Organize the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints. Assign and monitor work of systems analysis and program staff, providing technical support and direction.

Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. Seven years of project management, product design or related experience preferred.

 

Be a part of the E-Business Suite success story. Work with Oracle's world class technology to develop, implement, and support Oracle's global infrastructure.

Work closely with Oracle's internal business and development teams to drive the technical/functional global implementation of Oracle's applications internally. The main responsibilities may include: Manage all aspects of internal deployment projects and work closely with the internal teams on status, issues and communications. Define business specifications with the internal user community for the global deployment of the application. Define and drive business specifications for product and component integration points. Map standard application functionality to global/local business specifications. Manage product gaps from business specifications to product enhancement and/or business process change. Gather specifications and drive solutions from a global perspective across the e-Business Suite. Define product enhancements to drive solutions across the e-Business Suite for all customers. Manage product setup definition and configuration along with internal business process teams. Manage all aspect of product rollout and coordination with internal teams. Define specifications for data migration from legacy systems into newer applications. Define specifications for data interfaces between applications for product rollouts. Manage user acceptance testing and transfer of information to internal teams. Provide technical support for implemented applications; diagnosing and reporting bugs, applying patches and upgrades as needed. Establish priorities for feasibility studies, systems design and implementation to develop new and/or modify the company*s information processing systems. Coordinate with functional departments involved to collect system specifications, techniques, and controls. Interact with senior management within Product Development, Business organizations and Global IT.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Individual should hold at least eight years of related experience in a medium to large network distributed and computing environment. BS or equivalent experience in programming on enterprise or department servers or systems.

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.