We have an exciting new opportunity for an Application Support Engineer to support our new implementations of Oracle HCM and UKG Workforce Management. As a company, we are developing and executing a technical vision to improve the key services that support the wider Ocado business as well as over 15k employees. This is a permanent opportunity based in Hatfield! (Hybrid Working)
We believe in fostering a corporate culture that values excellence, continuous improvement, and customer-centricity. As an Application Support Engineer for Oracle HCM, you will play an integral part in our Service Management team with opportunities to shape the function for excellence at 2nd & 3rd level support.
It is a new team which will form the technical core of the Logistics Technology organisation which is modernising the IT infrastructure within Logistics.
Key Responsibilities:
Support the Oracle HCM and UKG Workforce Management systems at Ocado Logistics, maintaining key metrics such as response and resolution time. Perform configuration & code changes alongside the 1st level helpdesk. Continuously improve the support framework through automation, self-service capabilities and package routine tasks for 1st level support where possible. Work with our vendors to gain knowledge and improve support processes or design. Work with our vendors through the escalation process. Assist in the technical design process for new customer requirements. Work with and assist the change management process to maintain the HCM systems. Skills, Experience and Qualifications
In depth experience supporting an Oracle HCM implementation including incidents, problem/root cause and changes. A background in IT infrastructure and Cloud-based solutions. Exemplary customer service-focused approach. Strong interpersonal skills, initiative, effective communication, negotiating ability, influencing, and team working. Comfortable working, presenting and collaborating with senior stakeholders. Self-motivated with a positive attitude and strong work ethic. Ability to operate independently and effectively, making progress on tasks while navigating process and project ambiguity. Proven ability to build and maintain strong interpersonal relationships with peers and customers in the organisation.
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Support the Oracle HCM and UKG Workforce Management systems at Ocado Logistics, maintaining key metrics such as response and resolution time. Perform configuration & code changes alongside the 1st level helpdesk. Continuously improve the support framework through automation, self-service capabilities and package routine tasks for 1st level support where possible. Work with our vendors to gain knowledge and improve support processes or design. Work with our vendors through the escalation process. Assist in the technical design process for new customer requirements. Work with and assist the change management process to maintain the HCM systems. Skills, Experience and Qualifications
In depth experience supporting an Oracle HCM implementation including incidents, problem/root cause and changes. A background in IT infrastructure and Cloud-based solutions. Exemplary customer service-focused approach. Strong interpersonal skills, initiative, effective communication, negotiating ability, influencing, and team working. Comfortable working, presenting and collaborating with senior stakeholders. Self-motivated with a positive attitude and strong work ethic. Ability to operate independently and effectively, making progress on tasks while navigating process and project ambiguity. Proven ability to build and maintain strong interpersonal relationships with peers and customers in the organisation.
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