Tier 2 Support & Development Officer
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Analytics are greyed out due to low classification confidence (42.0%).
Occupation Type
Welfare and housing associate professionals not elsewhere classified.
Occupation Code Skill LevelMedium Skilled
Sponsorship EligibilityIneligible for Sponsorship
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Description
Sandwell Council is seeking an experienced and proactive Oracle Cloud Functional Support Officer to provide advanced functional support for the Council’s Oracle Cloud system and any other systems deemed applicable by the Council.
The post holder will be responsible for managing and resolving escalated issues from Tier 1 support, undertaking in-depth troubleshooting, and escalating complex issues to Tier 3 where required. You will work closely with cross-functional teams, suppliers, and stakeholders to ensure issues are resolved in a timely and effective manner. In addition, you will play a key role in the ongoing functional development and continuous improvement of the Oracle Cloud system.
To support the delivery of services and outcomes identified through the Chief Executive’s work plan or by the relevant service area, the role will involve managing people and other resources as required to deliver agreed priorities and objectives, or as otherwise directed.
Key Responsibilities
The post holder will be responsible for managing and resolving escalated issues from Tier 1 support, undertaking in-depth troubleshooting, and escalating complex issues to Tier 3 where required. You will work closely with cross-functional teams, suppliers, and stakeholders to ensure issues are resolved in a timely and effective manner. In addition, you will play a key role in the ongoing functional development and continuous improvement of the Oracle Cloud system.
To support the delivery of services and outcomes identified through the Chief Executive’s work plan or by the relevant service area, the role will involve managing people and other resources as required to deliver agreed priorities and objectives, or as otherwise directed.
Key Responsibilities
- Provide advanced (Tier 2) functional support for Oracle Cloud and related systems
- Investigate, diagnose, and resolve complex system issues escalated from Tier 1 support
- Experience in a customer support or IT service role, preferably in an ERP or Oracle Cloud environment
- Strong supervisory or team leadership experience, with the ability to develop and motivate staff
- Commitment to professional development and continuous learning
- Experience of working utilising the ITIL Service Management framework
- Willingness to adapt to evolving technologies and business needs
- Ability to work flexibly across a range of service areas and projects
- Strong adherence to organisational policies, including health and safety, equality, and data protection
Required Skills And Experience
- Educated to Degree level or equivalent in a relevant subject, or has equivalent relevant experience
Joining Sandwell Council means becoming part of a supportive and forward-thinking organisation. We offer:
- Generous annual leave entitlement, with additional entitlement granted to employees who complete 5 years continuous service with Sandwell or other local authorities
- Access to our Employee Benefits portal which includes discounts on a number of retail locations, gym membership, cinemas and more
- Salary sacrifice schemes for cars and bikes
- Access to the Local Government Pension Scheme