Oracle FAH Techno-Functional Support Consultant1
Key Responsibilities
Functional Support Duties:
- Incident & Ticket Management: Triage, investigate, and resolve L2 user support tickets within agreed SLAs.
- Month-End Close Support: Provide critical support during financial close periods, ensuring all FAH interfaces are processed, and accounting entries are successfully transferred and posted to the General Ledger.
- Error Resolution: Investigate and resolve invalid account derivations, unposted journals, and suspense account hits caused by incorrect mapping or missing SLA rules.
- User Assistance: Guide finance users on handling standard FAH exceptions, understanding error reports, and navigating the system effectively.
- Documentation: Update support knowledge bases (KBs), Standard Operating Procedures (SOPs), and root cause analysis (RCA) documents for recurring issues.
Technical Support Duties:
- System & Interface Monitoring: Monitor daily scheduled jobs, inbound data loads (ETL/flat files/APIs), and concurrent programs related to the FAH architecture.
- Technical Debugging: Troubleshoot interface failures, data corruption, or performance bottlenecks by analyzing logs, SQL queries, and PL/SQL packages.
- Data Fixes: Develop, test, and execute data fix scripts for transactional errors, strictly adhering to IT change management and audit compliance processes.
- Escalation & Collaboration: Package complex issues, bugs, or requirement changes and escalate them to L3 Support / Development teams.
- Oracle SR Management: Open and manage Service Requests (SRs) with Oracle Support for standard product defects or patches, providing necessary trace logs and diagnostics.
Required Qualifications & Skills
- Education: Bachelor’s degree in Computer Science, Information Systems, Finance, Accounting, or a related field.
- Experience:
- 10+ years of experience in Oracle FAH Support
- Proven hands-on experience supporting Oracle FAH and troubleshooting Subledger Accounting (SLA) issues in a live production environment.
- Experience working in an ITIL-driven support environment using ticketing tools (e.g., ServiceNow, Jira, Remedy).
- Core Functional Skills:
- Strong understanding of the Subledger Accounting engine (Journal Line Types, Account Derivation Rules, Mapping Sets).
- Familiarity with the Procure-to-Pay (P2P) or Order-to-Cash (O2C) cycles and how they integrate with the GL.
- Solid understanding of financial period-close processes.
- Core Technical Skills:
- Strong proficiency in writing and debugging SQL and PL/SQL.
- Ability to read and understand technical interface architectures (API payloads, flat-file loading processes).
- Familiarity with extracting reports using OTBI, BI Publisher, or standard Oracle queries to assist with data reconciliation.
- Soft Skills: High sense of urgency, excellent problem-solving abilities, and strong communication skills to manage stakeholder expectations during critical system outages.
- Availability: Ready to work in 3pm-12am IST shift
Nice-to-Have Qualifications
- ITIL v3/v4 Foundation Certification.
- Prior experience in Application Managed Services (AMS).
- Experience with automated monitoring tools and setting up alert mechanisms for interface failures.
