Oracle Fusion Finance

MANDATORY RESPONSIBILITIES:

• Serve as first point of contact for all Oracle ERP Finance module user queries (O2C, PTP, RTR, EPM). ONly O2C and PTP would do.

• Log incidents in ServiceNow, perform initial triage using knowledge-base lookup, and resolve common issues within SLA

• Route unresolved Finance module incidents to the appropriate Tier 2 functional specialist (T2-01 to T2-05)

• Escalate P1/P2 incidents immediately to Tier 2 on-call; ensure SLA clock management is accurate

• Work in rotating shifts to provide 24x7 Oracle Finance module coverage across all go-live regions

• Maintain ticket quality, closure notes, and Tier 1 resolution documentation in ServiceNow

• Complete Cook-specific Oracle Finance module induction training before handling live production queries

NICE TO HAVE / VALUE-ADD:

• Prior Oracle Fusion Finance module (OTC, PTP, or RTR) end-user experience

• Familiarity with Cook's chart of accounts structure and inter-company entity setup

• Ability to identify repeat incident patterns and propose knowledge base articles for self-service deflection