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Oracle Helpdesk And Security Lead
Kensington
Contract
346.79 per day PAYE or 438.38 per day Limited paid via Umbrella Company inside IR35
Our client is looking for an experienced Oracle Helpdesk And Security Lead.
Implementation of Oracle Fusion Internal Service Request (Finance Help Desk) including writing knowledge articles, action plans, professional user training guides and process maps.
Description of duties
- Work with key officers across Finance to define/review Helpdesk Categories and Sub-Categories, ensuring they reflect agreed business processes in terms of the areas under which workers can raise helpdesk requests and that the channelling of the request goes to the correct queue for action.
- Ensure that the correct queues and queue members have been correctly established, and that this is aligned back to the agreed handling of categories and sub-categories.
- Identify help desk requests that require action plans and forms, and work with key officers across Finance to define the content and sequence of the action plans and forms and that these are consistent with policies and process maps.
- Ensure that other aspects of the help desk setup are correctly aligned to the agreed business processes, such as the definition and content of smart text, automated notifications, and milestones and SLA timescales for the resolution of incoming requests.
- Develop Knowledge Articles and Frequently Asked Question (FAQ) content that support all types of system users in understanding the full range of Finance transactional processes in Oracle and how they relate back to policies and process maps.
- Ensure that Help desk content and setup is consistent with the Oracle system transactional procedures and that this is also aligned to Finance user roles and the content of user training manuals.
- Work with key Finance colleagues to plan and manage the testing of Help desk functionality, identify areas where changes or enhancements are required, record results, and re-test where appropriate.
Skills and abilities
- Strong analytical skills covering numerical and non-numerical information from a wide variety of sources, with the ability to interpret data, draw conclusions and make recommendations for Helpdesk configuration.
- Strong written and verbal communication skills, and the ability to present written information to end users in a concise and user-friendly format.
- The ability to plan and manage testing processes and to develop a methodology to record results, identify changes, and track outcomes.
- The ability to understand and interpret process maps and to link these back to policies and procedures so that user guides, knowledge articles and FAQs can be developed.
- A good working knowledge of Finance procedures and policies, preferably in a local authority environment.
PLEASE ONLY apply if you have the necessary skills, experience and expertise.
The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer.
