IRC-SN-Technical Support Analyst

Ingersoll Rand is a leading diversified industrial company providing products, services and integrated solutions to industries ranging from transportation and manufacturing to food retailing, construction, and agriculture. With a 100-year-old heritage of technological innovation, we help companies worldwide to be more productive, efficient and innovative. In every line of our business, Ingersoll Rand enables companies and their customers to turn work into progress. Ingersoll Rand's market-leading brands include Schlage locks, Club Car golf and utility vehicles, Bobcat compact equipment, and Thermo King and Hussmann refrigeration equipment. A publicly traded company (NYSE:IR), Ingersoll Rand generated approximately $9.4 billion in revenues in 2004. The company operates globally and has approximately 40,000 employees. For more information, visit www.ingersollrand.com

We are currently searching for a Technical Support Analyst with our Shared Services organization.

POSITION OBJECTIVE:

Primary role of this position is to provide technical support for the Oracle e-Business Suite of Applications (and related applications and tools). The scope of these responsibilities includes providing break/fix and implementation support for the sector and business unit users on the Oracle e-Business Suite of Applications instances supported by the Enterprise Oracle Support Center.

PRINCIPAL RESPONSIBILITIES:
Provide Oracle applications technical support expertise. This expertise will be in support of the Oracle Applications supported by the Enterprise Oracle Support Center and day-to-day maintenance and support of the entire Oracle environment, including Patch, Development, Test, Training, and Production instances.
Responsible for break-fix support of Oracle Applications issues including day-to-day interaction with business unit process owners and end-users including:
o working with Oracle Support to resolve application related issues
o troubleshooting and resolving issues with application extensions, including custom interfaces and processes
o connectivity issues related to the end-user desktop, Internet Explorer & Jinitiator
Act as a project resource to support Shared Services initiatives
Implement process improvements to existing Oracle Application processes by introducing automation to eliminate manual or repetitive process steps
Work with business unit, sector, and Shared Services team members on detail-level analysis of Oracle Applications functionality; aiding in problem-solving of Oracle Applications seeded functionality and application extensions
Utilize the SS Americas call ticket management system to record and track call tickets for all break/fix issues and work requests, including documentation of interaction with end-users, support teams (and external partners), and resolution of problem (or issue).
Report and analyze call ticket statistics in support of process improvement, service level agreements (SLAs), and reporting of individual and team metrics. This information is analyzed to understand the cause of call tickets and improve the processes and support model.
Perform internal consulting duties/dual citizenship and best practice sharing with other IR business units and sectors



EDUCATION / SKILLS / EXPERIENCE REQUIRED:
A minimum of two to three years work experience supporting the Oracle e-Business Suite of Applications environment as a technical support analyst. In depth functional and technical working knowledge of the following application modules (Release 11.5.4 or above) a MUST:
o Human Resources including Self Service, Training Administration, Compensation Workbench, and Payroll
o Oracle Financials, including GL, AR, FA, iReceivables
o Procure to Pay including AP, Procurement, and iSupplier
o Oracle Manufacturing
o Oracle Approval Management and Workflow
o Application Desktop Integrator (ADI)
o Oracle Metalink
In depth working knowledge of the following applications a plus:
o TOAD or related database access tools
o F-Secure or related ssh compliant UNIX emulation software
MUST be proficient in SQL and PL/SQL with solid developer skills
MUST be proficient in UNIX commands and editors
Demonstrated experience with high levels of accountability
Demonstrated initiative, innovation, flexibility, and ability to manage workload; achieving desired results with minimal supervision
MUST Possess strong investigative and analytical skills
MUST have experience managing competing priorities
MUST have strong interpersonal skills
MUST have excellent verbal and written communications skills
MUST be a team player and be able to build consensus with others
Bachelor's degree or equivalent experience required.
A minimum three years hands-on experience supporting Oracle Applications (release 11.5.4 or higher level) in a technical support role.
Project Management experience a plus













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