Oracle BI - Support Manager Mcdonald's
Chicago, IL

Job Description

This is a position for a resource having extensive experience maintaining multiple Oracle technologies like e-Business Suite, Business Intelligence and similar application specifically in the Finance flow areas. The role is expected to be an entry level support management position. Resource is expected to manage the support process and procedures, track progress of various tickets and assist with production support activities across all support activities. As a support manager you will be expected to attend meetings with the service provider and also conduct status meeting with end users. You must be able to communicate effectively with business. You must be able to work effectively and efficiently with various teams (internal and external).

The role expects the resource to perform the following functions:

* Interact with business, functional and technical teams on a regular basis
* Continuous Improvement of Support & Minor Enhancement process and procedures in review with Service Provider
* Frequent tracking, review and reporting on ticket progress and adherence to CPIs and KPIs
* Interpret, explain and document changes in process requirements into ITSM process documents
* Work with IT teams to gather and review minor enhancement estimates
* Provide traceable milestones/ETAs to customers on tickets (build project plan when needed)
* Ensure RCA is completed on time and follow through on ETAs for action items to ensure permanent resolution is completed on time.
* Monitor progress on tickets and responsible for on time delivery to customer by involving McDonalds SME teams as necessary
* Assist QA team with testing and review test strategy to ensure completeness
* Work with EBS functional support team on production incidents and adhere to SLA guidelines set within team
* Willing to adhere to guidelines set by senior management
* Ability to translate goals into actions for the team