IT Support Associate - Level II

Job Summary:

Provides operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources for end users under moderate supervision.

Must work collaboratively with others.

Key Responsibilities:

Performs IT production support for assigned area(s) according to documented processes.

Diagnose and problem solve issues with IT hardware or software components with direction.

May require ability to install, configure, or disposition IT hardware and/or application issues.

Troubleshoots assigned issues per department standards and escalates if unable to resolve.

Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided.

Provides one-on-one training for less experienced associates on IT support processes and tools.

Assists with additional IT responsibilities as assigned.

Is familiar with SLA / Operational Level Agreements between other IT Services Provided.

Competencies:

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.

Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required. Relevant industry training, certification or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires some work experience or intermediate level knowledge obtained through education, training or on-the-job experience.

• Provide advanced functional and technical support for Oracle ERP modules, including troubleshooting complex issues and coordinating resolution with global support teams.
• Analyze business requirements and recommend Oracle ERP configuration changes, enhancements, or process improvements.
• Lead root cause analysis for recurring Oracle ERP incidents and implement sustainable corrective actions.
• Support Oracle ERP upgrades, patches, testing cycles, and production deployments.
• Coordinate and execute User Acceptance Testing (UAT), system validation, and post-implementation support activities.
• Develop and maintain Oracle ERP reports, queries, dashboards, and data extracts to support business operations.
• Monitor ERP system performance, transaction processing, interfaces, and data integrity, ensuring minimal disruption to business operations.
• Support integration of Oracle ERP with manufacturing, supply chain, quality, and third-party systems.
• Partner with business stakeholders to document requirements, process flows, and functional specifications.
• Identify automation and digitalization opportunities leveraging Oracle ERP and related technologies.
• Ensure compliance with IT controls, change management procedures, audit requirements, and data governance standards.
• Create and maintain functional documentation, knowledge articles, training materials, and support procedures.
• Provide guidance and mentoring to Level I associates and act as an escalation point for complex Oracle ERP issues.
• Participate in cross-functional projects involving Oracle ERP enhancements, process optimization, and business transformation initiatives.
• Coordinate with Oracle support, vendors, and global IT teams to resolve critical incidents and drive continuous improvement.
• Support month-end, quarter-end, and year-end business processes to ensure ERP system availability and transaction accuracy.
• Perform data analysis, reconciliation, and issue investigation using SQL and Oracle tools where required.
• Drive continuous improvement initiatives to enhance system reliability, user experience, and operational efficiency.