Application Development & Support Analyst

ROLE STATEMENT

The ERP Second Level Support (RUN) Junior Analyst is accountable for providing consistent and timely Second Level support for a specific Oracle EBS module by executing standard analysis, resolution, and documentation of incidents and service requests, contributing to operational continuity and user satisfaction.

This role handles standard and recurring incidents using established playbooks and procedures, ensures accurate ticket documentation, and supports data collection for complex issues. The Junior Analyst operates within the Follow-the-Sun model, ensuring structured ticket handover and contributing to the team’s overall SLA compliance and service quality.

As a key contributor within the ERP Second Level Support team, this role partners with Triage, the Senior Analyst, Shift Manager, Domain Head, and the Large Order Team to ensure seamless escalation paths, timely resolution of standard incidents, and consistent service delivery aligned with the organisation’s Run operating model.

KEY DUTIES

Incident Resolution & Ticket Management

1. Handle standard and recurring incidents, ensuring timely resolution within SLA targets using established playbooks and procedures.

2. Execute standard functional fixes and workarounds based on playbooks, escalating to the Senior Analyst when issues exceed standard handling.

3. Keep tickets updated with accurate status, notes, and resolution details throughout the incident lifecycle.

4. Ensure structured ticket handover in the Follow-the-Sun model, providing clear visibility on actions taken and pending items.

Analysis & Escalation Support

1. Support data collection and initial analysis for complex incidents, preparing materials for Senior Analyst review.

2. Consult Triage for initial triage and classification of application issues, identifying potential functional enhancement requirements and escalation necessity.

3. Escalate to Senior Analyst tickets requiring functional expertise or recurring issues beyond standard handling, including clear context, impact assessment, and initial triage analysis.

Testing & Validation

1. Lead functional validation and regression testing to ensure solution quality and readiness prior to deployment.

2. Support UAT and hypercare testing activities to ensure operational readiness for releases.

Governance & Knowledge Management

1. Contribute to knowledge base maintenance by documenting solutions, known errors, and resolution procedures for standard incidents.

2. Participate in cross-functional stand-ups and Daily Ticket Prioritisation Syncs as required.

3. Drive the adoption of enabling technologies (ServiceNow, Oracle EBS, SharePoint) for efficient ticket tracking and documentation.

QUALIFICATION AND EXPERIENCE

Required:

1. 1-2 years of experience in Oracle EBS application support, functional analysis, or service operations.

2. Experience with at least one Oracle EBS module - Supply Chain Module preferred.

3. Solid understanding of core end-to-end business processes.

4. Ability to execute guided configuration and apply standard fixes/workarounds per playbooks.

5. Familiarity with ITSM tools (e.g., ServiceNow).

6. Structured problem-solving and analytical thinking.

7. Prioritisation and time management skills in SLA-driven environments.

8. Clear communication and stakeholder management skills.

Preferred:

1. Experience working in Follow-the-Sun or shift-based support models.

2. Exposure to regression testing or UAT activities in ERP environments.

3. Background in manufacturing or industrial ERP support environments.

4. Knowledge of ITIL-aligned incident management processes.

KEY PERFORMANCE INDICATORS

1. % of Second Level incidents and service requests resolved within SLA

2. Mean Time to Resolve (MTTR)

3. First Contact Resolution rate (FCR)

4. ERP incident recurrence rate