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Oracle Helpdesk And Security Lead
Kensington
Job Role
Implementation of Oracle Fusion Internal Service Request (Finance Help Desk) including writing knowledge articles, action plans, professional user training guides and process maps.
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.
