Oracle EBS Manufacturing expert

Senior Oracle EBS Manufacturing Support Analyst

Location: Italy

Role Overview

The ERP Second Level Support (RUN) Senior Analyst will be responsible for providing advanced functional support and conducting in-depth root-cause analysis for complex Oracle EBS manufacturing-related incidents.

The role will act as a subject matter expert across key Oracle EBS manufacturing modules, including Inventory (INV), Master Data Management (MDM), Work in Process (WIP), Manufacturing Configurator, Quality, MRP, ASCP, and Project Manufacturing.

Working within the ERP Second Level Support team, the Senior Analyst will take end-to-end ownership of complex tickets, deliver effective functional solutions, implement preventive measures, and support continuous improvement across Oracle EBS processes.

The role will also contribute to effective workload coordination, ticket prioritisation, and knowledge sharing across the analyst team, ensuring consistent service quality and uninterrupted support within a global Follow-the-Sun operating model.

Core Responsibilities

Ticket Resolution & Backlog Management

• Take end-to-end ownership of complex Oracle EBS incidents escalated from Triage and Junior Analysts, ensuring timely resolution within agreed SLA targets.
• Support ticket prioritisation and backlog management, particularly for high-severity incidents, ensuring alignment with business impact and service-level requirements.
• Analyse, design, validate, and implement functional fixes and workarounds, confirming solution effectiveness with relevant business stakeholders.
• Prepare structured ticket handover documentation to ensure continuity across global Follow-the-Sun support teams.
• Coordinate and prioritise activities across the analyst team to optimise resource utilisation, balance workloads, and maintain consistent service delivery.

Root-Cause Analysis & Continuous Improvement

• Conduct in-depth root-cause analysis for complex, recurring, and cross-module incidents.
• Identify underlying functional, technical, and process-related issues affecting Oracle EBS operations.
• Define corrective actions and support the implementation of preventive measures to improve system stability and reduce recurring incidents.
• Identify patterns and opportunities for Oracle EBS configuration, process, and operational improvements.
• Share findings and recommendations with ERP Product Specialists and relevant business stakeholders.

Escalation & Cross-Functional Collaboration

• Collaborate with ERP Product Specialists when additional expertise is required or issues extend beyond the functional support scope.
• Escalate unresolved issues to the ERP Tech Factory, providing comprehensive documentation of analysis, troubleshooting, and resolution attempts.
• Provide regular updates on solution design, ticket progress, and resolved incidents to the Shift Manager and relevant stakeholders.
• Work closely with the Domain Head, Junior Analysts, ERP Tech Factory, and Product Specialists to ensure effective escalation and resolution processes.
• Participate in cross-functional stand-ups and collaboration sessions to remove blockers and accelerate cross-module issue resolution.

Governance, Testing & Knowledge Management

• Maintain and enhance functional documentation, troubleshooting guides, and known-error records.
• Support regression testing, User Acceptance Testing (UAT), and hypercare activities to ensure operational readiness for system releases.
• Promote the effective use of ServiceNow, Oracle EBS, SharePoint, and other supporting tools for ticket management and knowledge sharing.
• Contribute to the development of best practices and standardised support processes.
• Share knowledge and provide guidance to Junior Analysts and wider support teams.

Qualifications

Experience

• 3–5 years of experience in Oracle EBS functional support or related ERP functional roles.
• Established expertise in at least one Oracle EBS manufacturing-related module.
• Experience managing complex, unstructured, and cross-module incidents.
• Strong understanding of end-to-end business processes associated with the relevant Oracle EBS modules.
• Experience with incident management, functional troubleshooting, and root-cause analysis.
• Practical experience delivering low-risk functional configurations in line with fit-to-standard principles.

Technical & Functional Skills

• Strong functional knowledge of Oracle EBS manufacturing processes and relevant modules.
• Advanced analytical and problem-solving capabilities.
• Ability to identify root causes and translate findings into effective corrective and preventive actions.
• Understanding of ERP support processes, SLAs, and incident prioritisation.
• Ability to collaborate effectively with technical and functional teams across multiple business areas.
• Strong communication and stakeholder management skills within an international environment.

Nice-to-Have Experience

• Experience working within a Follow-the-Sun or shift-based global support model.
• Familiarity with ITIL-aligned incident management processes and tools, including ServiceNow.
• Previous experience supporting ERP environments within manufacturing or industrial organisations.
• Knowledge of continuous improvement methodologies and preventive maintenance approaches.
• Experience working with Oracle EBS integrations and cross-functional business processes.

Key Performance Indicators (KPIs)

• SLA compliance rate
• Mean Time to Resolve (MTTR)
• First Contact Resolution (FCR) rate
• ERP incident recurrence rate
• Ticket re-opening rate
• Knowledge base contribution rate