Oracle Support Co-Ordinator - Edinburgh/Glasgow

Lorien; City of Edinburgh, Glasgow; Hybrid; GBP 64,000 - 84,000; Full time

Job summary

Lorien is recruiting an Oracle Support Co-ordinator for Edinburgh or Glasgow, with 40% in-person attendance. This 6-month contract focuses on establishing IT support for an Oracle Cloud platform, including launch of a new benefit payment solution and broader support model development.

Under the Senior IT Service Manager, you will document processes, optimize ITSM tooling, and provide regular service reporting while coordinating with internal and external teams to meet SLAs.

Qualifications

• Experience in the co-ordination of user centred IT support services and developing/documenting associated processes/run books.
• Experience developing and producing regular performance reporting in relation to IT services.
• Experience liaising with external managed service providers.

Responsibilities

• Contributing to the development and consistent documentation of new Oracle support processes and associated operating manuals.
• Taking pro-active steps to ensure the ITSM tooling (currently IFS Assyst) is set up effectively to best meet the needs of the Oracle Cloud service.
• Developing and providing regular IT Service reporting for the Oracle Cloud service, including the monitoring of external supplier performance.
• Liaising with internal and external support teams to ensure support calls are routed and resolved within agreed SLAs.
• Supporting the Senior IT Service Manager and Head of Platform in addressing any escalated support calls.

Skills

IT support coordination

Process documentation

Vendor liaison

Job description

Oracle Support Co-ordinator - Edinburgh/Glasgow - 6 months - £400/day Inside IR35

Lorien are supporting a key public sector client on the recruitment of an Oracle Support Co-ordinator

Title: Oracle Support Co-ordinator
Duration: 6 months initially (possible 6-month extension)
Location: Edinburgh or Glasgow (40% in-person attendance)
Rate: £400/day Inside IR35

Role Overview

This role will work on establishing the IT support provision for part of the client's Oracle Cloud platform, initially focusing on the launch of a new benefit payment solution, quickly widening out to the development of the existing platform support model.

Under the direction of the Senior IT Service Manager, this person will aim to provide a first class, user centred support process for Oracle Cloud by:

• Contributing to the development and consistent documentation of new Oracle support processes and associated operating manuals.
• Taking pro-active steps to ensure the ITSM tooling (currently IFS Assyst) is set up effectively to best meet the needs of the Oracle Cloud service.
• Developing and providing regular IT Service reporting for the Oracle Cloud service, including the monitoring of external supplier performance.
• Liaising with internal and external support teams to ensure support calls are routed and resolved within agreed SLAs.
• Supporting the Senior IT Service Manager and Head of Platform in addressing any escalated support calls.

Essential Skills & Knowledge

• Experience in the co-ordination of user centred IT support services and developing/documenting associated processes/run books.
• Experience developing and producing regular performance reporting in relation to IT services.
• Experience liaising with external managed service providers.

Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy.