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Oracle Helpdesk And Security Lead – Campden

Job details

Job Category: Customer Service
Job Type: Contract Temporary
Job Location: Campden Greater London W8
Reference: SW230124

iPeople SC Solutions is currently recruiting for an Oracle Helpdesk And Security Lead to work for our client based in West London and surrounding areas.

The successful post holder will lead on systems discovery, deep dive, design, process maps, configuration, guidance material, systems integration testing and user training for two workstreams within the Oracle Fusion implementation project.

Duties and Responsibilities

  • Working closely with Systems Integration partner leads on all aspects of the design, configuration and testing for the Oracle Fusion Finance Helpdesk
  • Working closely with Business Integration partner leads to produce guidance and training documents for Helpdesk Agents and Systems Admin Officers, process mapping and notification workflows.
  • Interpreting business process requirement for customised roles, including role privileges, analysing licence implications, segregation of duty and cross-functional areas for HCM.
  • Lead on implementation of Finance Helpdesk as Subject Matter Expert (SME) on Oracle Project Team.
  • Lead on Security Role workstreams for ERP (GL, OTC, PTP) and EPM (Planning and Forecasting) separate data and access security models
  • Manage all aspects of design, setup and configuration of Helpdesk operations, request workflows and processes e.g. manage queues, grouping of Agents, systems administration
  • Establish Helpdesk metrics, KPI, quality, SLA, critical prioritisation terms, query resolution routes
  • Develop policy for complaints handling and escalation of issues
  • Design ability to participate in the life cycle of a knowledge article from creation to deletion
  • Support in data cleansing, data migration, and data reconciliation activities in transition from SAP to Oracle Fusion systems.
  • Participate in all stages of the Oracle Fusion implementation project, including process design, build, cutover, and hyper-care.
  • Identify risks and issues promptly and propose mitigating actions to resolve.
  • Attend ‘train the trainer’ sessions and cascade tailored training to end users, including creation of live documents such as guidance manuals and process statements.
  • Review Oracle Finance Helpdesk offering and capabilities, document business requirements and carry our fit gap analysis against business requirements
  • Gather all implementation requirements for internal service request ticketing from end-to-end process maps, discovery sessions and TOM e.g. COA change request workflows
  • Ensure data security policies are adhered to in design of user access privileges, roles and Oracle licence allocation
  • Ensure appropriate systems controls relating to user processes are in place
  • Review and validate systems procedure and training documentations
  • Work closely with DDAT Functional Lead for IT integration and workflows
  • Work closely with HR Functional Lead for Comms to ensure OGL and other learning materials are included as first port of call for users accessing the online Helpdesk to reduce number of tickets raised
  • Document and maintain systems procedures for each module and publish these to the intranet for end users and SharePoint for Professional/Key Users
  • Support DDAT in regression testing for functional area

Working Hours: Candidates must be available to work in the office minimum 2 days per week. Start and end of day flexibility between 7.30 am and 6 pm with core hours 10 am to 4 pm.


  • Experience of using Oracle Fusion or similar ERP system as part of an implementation team
  • Experience of using performance and workflow management tools.
  • Working knowledge and experience of helpdesk administration and internal service request or similar ticketing systems
  • User experience of working with different financial support systems including knowledge of ERP systems and integrations.
  • Ability to work with data matrices to identify and resolve conflicting security roles

If you are interested in this position, please apply with your CV.

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