Tier 2 Support & Development Officer - Functional

WMJobs; Oldbury; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Sandwell Metropolitan Borough Council's IT Division seeks an experienced Tier 2 Support & Development Officer - Functional, based in Oldbury on a permanent, full-time basis. You will provide advanced Oracle Cloud functional support, troubleshoot escalated issues, and drive continuous improvement with cross-functional teams.

The role operates in a hybrid model (3 days in the office, 2 days from home) and involves mentoring Tier 1 staff, collaborating with suppliers, and contributing to service

Qualifications

• 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.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot technical and functional issues.
• Ability to communicate effectively with users of varying technical expertise.
• Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.
• Experience in incident management, ticketing systems, and IT service workflows.
• Knowledge of ITIL Service Management practices.

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.
• Escalate unresolved or highly technical issues to Tier 3 support and liaise with external suppliers where necessary.
• Perform detailed root cause analysis and recommend long-term solutions to prevent recurrence.
• Collaborate with technical, functional, and business teams to ensure effective issue resolution.
• Contribute to ongoing functional development, configuration, and enhancement of Oracle Cloud modules; support testing, deployment, and documentation of changes.
• Ensure incidents, problems, and changes are recorded and managed in line with processes and service standards.
• Provide guidance, mentoring, and knowledge sharing to Tier 1 staff.

Skills

Customer support

Supervisory experience

Problem solving

Effective communication

Organisational skills

Incident management

ITIL awareness

Education

Bachelor's degree or equivalent

Tools

Oracle Cloud

Ticketing systems

Job description

Sandwell Metropolitan Borough Council,

Sandwell Council's IT Division is seeking an experienced and proactive Tier 2 Support & Development Officer - Functional on a permanent, full‑time basis, to be based from its Oldbury office. The organisation works to a hybrid working model of 3 days in the office and 2 days from home.

The role will 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.

This is an excellent opportunity to work on cutting‑edge products that will be part of transforming ways of working at Sandwell Council.

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
• Escalate unresolved or highly technical issues to Tier 3 support and liaise with external suppliers where necessary
• Perform detailed root cause analysis and recommend long‑term solutions to prevent recurrence
• Collaborate with technical, functional, and business teams to ensure effective issue resolution
• Contribute to the ongoing functional development, configuration, and enhancement of Oracle Cloud modulesSupport testing, deployment, and documentation of system changes and improvements
• Ensure incidents, problems, and changes are recorded and managed in line with agreed processes and service standards
• Provide guidance, mentoring, and knowledge sharing to Tier 1 support staff
• Support service delivery priorities aligned to the Chief Executive’s work plan and service area objectives
• Manage people, workloads, and other resources as required to meet service outcomes

Essential Skills & Experience

• 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
• Excellent problem‑solving and analytical skills, with the ability to troubleshoot technical and functional issues
• Ability to communicate effectively with users of varying technical expertise.
• Strong organisational skills and the ability to manage multiple priorities in a fast‑paced environment
• Experience in incident management, ticketing systems, and IT support workflows
• Knowledge of relevant legislation and best practices in IT service management

Additional Expectations

• 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
• Extensive experience of working within a complex environment
• Experience of supporting or configuring Oracle Cloud-related applications
• In‑depth experience of at least one Oracle Cloud module
• Experience of mentoring and transferring knowledge to colleagues
• Experience of guiding and supervising project work
• Experience of negotiating and consulting with internal and external stakeholders

Why Sandwell Council?

At Sandwell Council, our work has a real impact. We are proud to be a values‑led organisation that supports its employees with excellent benefits, a competitive remuneration package, and a strong focus on development. By joining us, you’ll play a key role in delivering services that make a real and lasting difference to thousands of people across the borough.

To find out more, please visit our careers page: We Are Sandwell – We Are Sandwell

We reserve the right to close this vacancy early should a high number of applications be received. Applicants are therefore strongly encouraged to apply as soon as possible.

If you are an internal candidate and currently at risk, please let the recruiting manager know.

We place equality, diversity and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds and identities. This diversity makes us a stronger and more effective council.

We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly, and have the opportunity to thrive. Creating an environment where colleagues feel respected, supported and able to contribute fully is central to our culture and the way we work. We are committed to ensuring that all applicants and employees have equitable access to opportunities. Reasonable adjustments are available throughout the recruitment process and within the workplace so that everyone has the support they need to perform at their best and succeed in their role.

If you have any questions relating to equality, diversity, and inclusion, you can contact the EDI Team at [e-mail].

If you wish to apply as Care Leaver or a Disability Confident candidate, please make sure to state this when submitting your CV.

If you have a disability and require assistance in submitting your CV, please contact [e-mail]