Sr. Analyst, Business Systems Support

Overview:

THE ROLE:

As a Senior Analyst in the Business Systems Support team, you will play a crucial role in supporting the design of business processes to optimize and develop technology solutions on the business side. You will work closely with end users and technical teams to resolve system-related issues. You will assist in implementing enhancements to Oracle modules, the ServiceNow catalog services, and other business-related applications within the scope of the Business Systems Support team.

HOW YOU WOULD CONTRIBUTE:

• Provide hands-on support and troubleshoot daily system issues.
• Contribute to identifying and resolving core problems reported by the business.
• Gather business requirements and define the scope of changes with business users.
• Provide input on process improvements, technical solutions, and innovations.
• Assist in technology projects by addressing testing issues in collaboration with the technology team.
• Conduct functional testing and support user testing for system enhancements as needed.
• Assist in preparing functional documentation.
• Support the training program and the development of the global training hub.
• Collaborate with business users, developers, and the management team.
• Support other tasks and projects as requested by the line manager.

WHAT'S SPECIAL ABOUT THE TEAM:

The GBS Business Systems Support team, part of the GBS Service Management Team, is at the forefront of driving operational excellence for the systems used by the GBS organization. As the primary point of contact for GBS centers, Finance, and HR, we provide essential support for strategic systems and technology projects.

Joining this dynamic team means you will have the opportunity to shape process and system solutions, influence strategy, and collaborate across functions to create a meaningful impact on our organization's journey toward excellence.

SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:

Experience Required

• Over 3 years of experience in collecting and validating business requirements.
• Over 1 year of experience maintaining Oracle Finance Applications and ServiceNow.
• Experience conducting application testing.
• Experience with reporting tools (Oracle BI, Microsoft Power BI).
• Experience working on global projects.
• Proven experience as a Subject Matter Expert (SME) or individual contributor.

Essential Technical Skills/Knowledge

• Strong technical knowledge of Oracle Finance modules (Receivables, Payables, Intercompany, Fixed Assets, Cash Management, and General Ledger) in EBS/Cloud.
• Experience with SQL.
• Basic technical knowledge of ServiceNow architecture and integrations.
• Knowledge of IT Service Management tools.
• Proficiency in using shared work tools.
• Good understanding of financial processes (P2P, O2C, R2R).
• Knowledge of Oracle reporting tools.
• Understanding of the project lifecycle and the roles of project participants.
• System troubleshooting: Ability to provide hands-on support and troubleshoot system issues reported globally.
• Documentation: Ability to prepare functional documentation and system guides for end users, collecting business requirements on the how and why.

Power Skills

• Ability to work independently with minimal supervision.
• Ability to set priorities based on business requirements and manager's guidelines.
• Aptitude for delivering training to end users across a wide audience.
• Proficiency in English, both verbal and written.
• Collaboration: Ability to collaborate with cross-functional teams.
• Problem-solving: Strong problem-solving skills, leading the identification and resolution of technical issues, and taking ownership and responsibility for outstanding system issues and queries.

Additional Skills and Qualifications (Nice to Have)

• Experience with SharePoint Online, PowerApps, Power Automate, or Power BI.
• Experience with the implementation of Oracle Fusion or ServiceNow.

Education

• A bachelor's degree in Business Administration, Information Technology, or a related field.

Qualifications:

Please review EMEA&I Description box