Lead Oracle EBS Application Support Consultant (L2)

Oracle EBS Application Senior Support Consultant (L2) is responsible for providing advanced functional support for Oracle E-Business Suite (EBS) applications while coordinating the day-to-day activities of the support team. The role involves analyzing incoming support tickets, assessing their priority and complexity, assigning tasks to appropriate team members, and overseeing the resolution of complex functional and cross-module issues. The consultant supports team members in troubleshooting, monitors ticket progress and SLA compliance, and ensures effective communication and collaboration with business departments. The ideal candidate has extensive Oracle EBS functional knowledge, a strong understanding of application architecture and business processes, and proven skills in team coordination, problem-solving, and support operations.

RESPONSIBILITIES:

Team Leadership

• Manage and mentor L1/L2 Support Analysts - setting priorities, reviewing work quality, and supporting professional development
• Conduct regular team check-ins and provide coaching on issue resolution approaches and documentation standards

Communication

• Communicate directly with End-User, when needed, to investigate functional and technical issues, clarify business requirements, and provide regular updates on tickets status and resolution progress.
• Manage End-User expectations during high-impact incidents or change events

Escalation Management

• Review escalation-ready tickets and determine what moves to L3 vs. what stays at L2 with guidance
• Collaborate with the L3 engineer on complex issues - providing business context and ensuring complete handoff documentation

KPIs & Reporting

• Own weekly and monthly reporting on ticket volumes, resolution times, and open aging items
• Identify recurring issue patterns and drive root-cause analysis or process improvement initiatives
• Maintain and evolve the team knowledge base based on ticket trends and lessons learned

Hands-On Support

• Review and analyze incoming support tickets, assess their priority and complexity, and assign them to the appropriate support team members based on their expertise, workload, and the nature of the issue
• Actively handle, investigate, and resolve L2 support tickets, incidents, and service requests related to Oracle EBS applications
• Assist with the preparation, submission, and follow-up of Oracle Service Requests (SRs) when required, including gathering relevant information, documenting issues, and coordinating with Oracle Support until resolution

WHAT YOU HAVE:

• 7+ years of experience supporting Oracle EBS R12, including at least 2 years in a lead or senior support role
• Deep functional knowledge of Oracle EBS Finance modules (AP, AR, GL, CM, FA, iExpenses, iSupplier Portal), Oracle Projects, and AME.
• Demonstrate a good understanding of Oracle ERP architecture, application structure, and core business process
• Proven ability to manage a support team and drive service delivery outcomes
• Strong end user-facing communication skills - written and verbal, with the ability to translate technical issues for business audiences
• Hands-on experience with SQL for data investigation and ticket resolution support
• Experience with Oracle BI Publisher, including creating, modifying, and troubleshooting reports.
• Familiarity with Oracle APEX applications from a functional/support perspective

Education:

• Bachelor's degree in Computer Science, Economics, Information Systems, or a related field - or equivalent experience

AP Perks:

• Most cutting-edge technologies
• Opportunity to work with people who are at the top of their field
• Great culture and environment
• Competitive remuneration package. We reward excellence
• Referral bonus
• Career growth
• Collaborative learning environment
• Mentorship programs
• Professional training

About Authority Partners:

Authority Partners is a leading and global IT services company with over 28 years of experience, serving clients within the financial, healthcare, insurance, mortgage and technology sectors among many others. We are committed to building relationships with IT professionals who are dedicated, collaborative, and eager to learn and grow with us. We specialize in placement for long-term contract and permanent opportunities and helping our consultants achieve their career success.

Authority Partners is an equal opportunity employer and is committed to providing a workplace that is free from all types of discrimination, as well as from abusive or offensive behavior and harassment.