Description

Key Skills Oracle ERP, JD Edwards, IT Service Management, Incident Management, Problem Management, Change Management, Business Process, Vendor Management, Stakeholder Communication, Team Leadership

Good to Have Skills ITIL processes knowledge, Release governance, Operational metrics and SLA management, Continuous improvement initiatives, Master data management, Cross-functional business process understanding, Root cause analysis expertise, Managed service provider coordination, SOX compliance, GxP knowledge, Cybersecurity awareness, Data privacy understanding, Automation and process standardization.

Roles & Responsibilities

• Lead ERP application support across Oracle, JD Edwards, and related integrated systems for enterprise operations.
• Own production support processes including incident, request, problem, change, release, and escalation management activities.
• Ensure ERP platforms remain stable, reliable, secure, and compliant with organizational standards and requirements.
• Manage incidents, business communications, root-cause analysis, and implementation of corrective actions for system issues.
• Monitor system performance, SLA attainment, ticket trends, backlog health, and assess business impact of issues.
• Partner with business process owners to prioritize enhancements, defects, and support needs across functional areas.
• Manage ERP analysts, support leads, consultants, and coordinate with managed service partners for optimal delivery.
• Define support operating models, coverage strategies, escalation paths, and governance frameworks for ERP systems.
• Coordinate releases, regression testing, deployment readiness activities, and provide hypercare support during implementations.
• Manage vendor performance, support queues, deliverables tracking, and handle escalations with external service providers.
• Improve monitoring capabilities, documentation quality, self-service options, user training programs, and knowledge management systems.
• Identify opportunities to reduce ticket volume through standardization initiatives, automation implementation, and process improvement projects.
• Support ERP modernization projects, system migrations, rollouts, and digital transformation initiatives across the organization.
• Maintain compliance with IT controls, SOX requirements, GxP standards, audit requirements, cybersecurity protocols, and data privacy regulations.

Experience Required Significant experience supporting enterprise ERP systems in global or large-scale environments. Experience managing ERP support teams or managed service providers. Strong understanding of ITIL processes including incident, problem, change, release, request, and service-level management. Experience with Oracle, JD Edwards, or comparable ERP platforms.

Education Bachelor's degree in Information Technology, Computer Science, Engineering, Business, Finance, Supply Chain, or related field

Key Skills

Education

Any Graduate