Key Responsibilities

(Supply Chain Management)

• Provide L2/L3 support for incidents and service requests related to:

  • Supply Chain Management – backlog reports, demand data issues.

  • Shipping & Procurement – stuck PO/PR approvals, 3PL receipts, picklist failures, OSP transactions

  • Item Master – item attribute updates, Oracle PLM sync, technology group lookups

  • OSFM – lot translations, WIP flow, ASEK job receipts

• Perform root cause analysis and coordinate with BSA and business teams for resolution

• Support minor enhancements and data fixes (DATA/DEV tickets) within the SCM track

Order to Invoice

• Support Oracle Order Management, Receivables, and ModelN (Revenue Management):

  • Sales order booking errors, ES Waiver hold release, Smart Order Agent exceptions

  • Invoice email failures, MPL Customer Invoice Email Process issues

  • ModelN quote creation errors, WT import failures, price configuration issues

  • GTM hold release for sales orders (Trade Compliance – Transaction Hold Releasing)

  • B2B order automation failures and order management data fixes

GTM (Oracle Global Trade Management) – Learning Track

• Willingness to learn and support Oracle GTM functional areas:

  • Restricted Party Screening (RPLS) and Party Workbench

  • Product Classification (HTS/ECCN) and Item Workbench

  • Trade Transactions and Transaction Workbench

  • GTM hold release and Oracle EBS–GTM sync issues

  • AES Filing, Declarations, and Transmission Manager (advanced)

• Participate in structured GTM training using available training materials and DEV/TEST environment walkthroughs

• Gradually take ownership of Tier-1 GTM queries and hold release tickets

General Responsibilities

• Manage and resolve ServiceNow incidents and service requests within defined SLA

• Perform thorough root cause analysis and document resolution notes clearly

• Collaborate with BSA, DBA, and cross-functional teams (B2B, Finance, Logistics) for complex issues

• Contribute to proactive problem management and recurring issue identification

• Support minor enhancements, data fixes, and non-prod deployments

• Participate in knowledge transfer sessions and maintain KT documentation

Required Skills & Qualifications

• 8 - 10 years of experience in Oracle EBS functional support (Supply Chain, Order Management, or Receivables modules)

• Hands-on experience with one or more of the following:

  • Oracle EBS Supply chain, OSFM

  • Oracle Order Management / Receivables

  • ModelN Revenue Management (Preferred)

• Familiarity with ServiceNow for incident and request management

• Strong analytical and troubleshooting skills with ability to perform root cause analysis

• Good communication skills – ability to interact with business users, BSAs, and technical teams

• Willingness to work in APAC/India time zone with occasional overlap with US hours

Preferred Skills

• Exposure to Oracle Global Trade Management (GTM) or trade compliance concepts (RPLS, ECCN, HTS)

• Experience with RMA processes or Oracle Service modules

• Knowledge of Boomi integration or B2B transaction processing

• Familiarity with Kinaxis or supply chain planning tools

• Experience working in an ODC (Offshore Delivery Center) model