Oracle Support Engineer

Oracle Support Engineer (C2H) Minneapolis, MN. 100% Onsite. (5 Days) 12 Months on W2 Candidate should be excellent in Communication skills. JD: Looking for two L1,L1.5 kind cloud analyst support role for Finance and SCM primarily based for Minneapolis at a client site. Client will interview these people. Please let me know if you have any relevant profiles. Below the resource(s) profile. we are searching for 2: one Finance, and one other is SCM. Local L1 Support Analyst — Oracle Cloud ERP (business-facing) First‑level technical and functional support for local business users of Oracle Cloud ERP. Triage incidents, perform basic fixes and workarounds, manage user requests, and escalate complex issues to the centralised L2 team. Serve as the primary point of contact for local end‑users (incident intake via phone/email/ITSM). Triage and resolve level‑1 incidents and service requests. Reproduce issues, collect logs/screenshots/config details, and perform initial troubleshooting for integration-related failures. Apply documented workarounds and standard operating procedures; update knowledge base with local-specific notes. Coordinate timely escalations to centralised L2 for complex functional, technical or integration issues. Track incident status, communicate updates to stakeholders, and close tickets in ITSM with appropriate notes. Assist with user onboarding, role provisioning requests and basic training for new/changed features. Participate in regular calls with central L2 and share trends/recurring issues for continuous improvement. Required technical skills & experience: Hands‑on experience supporting Oracle Cloud ERP (Financials/FSCM/HCM – specify modules used locally). understanding of integrations (REST/SOAP APIs, flat files, Oracle Integration Cloud or middleware used). Ability to read logs and capture error payloads; familiar with error codes and how to gather diagnostic artefacts. Familiarity with SQL for simple queries and data checks (or ability to work with DB/BI team). Experience with ITSM tools (ServiceNow/Jira/Remedy) and standard incident management workflows. Knowledge of role‑based access control and user provisioning processes in Oracle Cloud. ITIL Foundation preferred; Oracle Cloud certifications or vendor training a plus. Soft skills & behaviours Strong customer service orientation; clear, calm communicator with business users. Good problem‑solving and diagnostic mindset; attention to detail in documenting steps and outcomes. Ability to prioritise under pressure and coordinate with remote/central teams. Availability & working model Local presence (Minneapolis) during business hours (on‑site or hybrid as required by business). Target response times: acknowledge incidents within X minutes/hours, initial triage within Y hours (set per local SLA). Escalation & governance Defined escalation matrix to centralised L2 (contacts, expected SLA for L2 response, required artefacts on hand before escalation). Clear acceptance criteria for escalation (repro steps, screenshots, logs, impacted users, business impact). Authority limits for configuration changes and access provisioning (must follow change control). KPIs & success measures First contact resolution rate, average time to acknowledge and to resolve L1 tickets. Ticket backlog and SLA compliance. User satisfaction scores and number of successful escalations with complete diagnostics.