Oracle HCM Service Desk Specialist
17 hours ago
Position Summary:
We are looking for an Oracle HCM Service Desk Specialist to provide Level 1 and Level 2 support for our Oracle Human Capital Management (HCM) system. You will manage and triage support tickets, assist users with functional and access-related issues, and ensure all incidents are resolved within agreed Service Level Agreements (SLAs).
This role is ideal for someone with experience supporting Oracle HCM or other enterprise HR systems, who enjoys troubleshooting, problem-solving, and delivering excellent customer service.
Key Responsibilities:
- Monitor and triage incoming Oracle HCM support tickets.
- Categorize and prioritize issues based on SLA and business impact.
- Assign tickets to the correct resolver group or resolve directly where possible.
- Provide Level 1 and Level 2 support for:
- Password resets and user access issues.
- "How-to" queries and end-user guidance.
- Role and security updates.
- User interface or workflow routing issues.
- Leave balance corrections and employee data updates.
- Track and manage tickets to ensure timely and accurate resolution.
- Document all troubleshooting steps and outcomes in the ticketing system.
- Identify recurring issues and recommend improvements to processes or configurations.
Requirements
- 1–3 years of experience supporting Oracle HCM Cloud or similar HR systems.
- Good understanding of ticketing systems and SLA-based service delivery.
- Strong analytical, problem-solving, and communication skills.
- Detail-oriented with strong documentation habits.
- Reliable remote setup with stable internet connection.
Job Type: Full-time
Work Location: In person
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