Oracle Support Coordinator

Lorien; City of Edinburgh, Glasgow; Hybrid; GBP 91,000 - 114,000; Full time

Job summary

Lorien is recruiting an Oracle Support Co-ordinator to help establish IT support for Oracle Cloud. The role focuses on launching a new benefit payment solution and expanding to ongoing platform support, reporting, and process development. 6-month initial contract with Edinburgh or Glasgow offices (40% in-person).

The successful candidate will work under the Senior IT Service Manager to ensure a high-quality, user-centered support process, aligning with SLAs and coordinating with external MSPs.

Qualifications

• Experience coordinating user-centred IT support services and documenting processes.

Responsibilities

• Develop and document Oracle support processes and run books.
• Ensure ITSM tooling (IFS Assyst) is configured to support Oracle Cloud.
• Produce regular IT service reporting for the Oracle Cloud service.
• Coordinate support calls with internal and external teams to meet SLAs.
• Support the Senior IT Service Manager and Head of Platform with escalations.
• Coordinate user-centred IT support services and document processes and run books.

Job description

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

Duration: 6 Months initially (possible 6-month extension)

Location: Edinburgh or Glasgow (40% in-person attendance)

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.
• 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.