Oracle EBS Application Lead Support Analyst (ERP)

TL;DR

Oracle EBS Application Lead Support Analyst (ERP): Managing L1 and L2 support operations for Oracle EBS with an accent on team leadership, client communication, and service delivery KPIs. Focus on mentoring support analysts, managing escalations to L3 engineering, and optimizing root-cause analysis for EBS Finance and Project modules.

Location: Remote, Latin America

Company

hirify.global is a global IT services company with over 26 years of experience serving clients in the financial, healthcare, insurance, and technology sectors.

What you will do

• Lead and mentor L1/L2 Support Analysts, managing priorities, quality reviews, and professional development.
• Act as the primary day-to-day contact for the client, managing expectations and delivering status updates.
• Oversee escalation management, determining L3 requirements and ensuring complete handoff documentation.
• Own weekly and monthly reporting on ticket volumes, SLA compliance, and resolution times.
• Perform hands-on L2 support for complex tickets involving multi-module data flows and SOX-sensitive processes.
• Collaborate on UAT cycles, deployments, and change management activities.

Requirements

• 5+ years of experience supporting Oracle EBS R12, including 2+ years in a lead or senior support role.
• Must be based in Latin America.
• Deep functional knowledge of Oracle EBS Finance modules (AP, AR, GL) and/or Oracle Projects.
• Strong client-facing communication skills (written and verbal).
• Proficiency in SQL for data investigation and ticket resolution.
• Experience with ITSM tools (e.g., ServiceNow, Jira, BMC Helix) and knowledge of SOX compliance.

Nice to have

• Familiarity with Oracle APEX applications from a functional/support perspective.
• Bachelor's degree in Computer Science, Information Systems, or a related field.

Culture & Benefits

• Competitive remuneration package that rewards excellence.
• Career growth through professional training and mentorship programs.
• Collaborative learning environment working with top-tier industry experts.
• Referral bonus and a culture of integrity and teamwork.