Oracle ERP 2nd Level Support Analyst

Vertiv Co; Monterrey; On-site; MXN 300,000 - 420,000; Full time

Job summary

Vertiv Co in Monterrey, MX, seeks a Junior Analyst for ERP Second Level Support (RUN) to provide timely Oracle EBS module support, document incidents, and follow standard playbooks. You will collaborate with Triage, Senior Analyst, Shift Manager, and cross-functional teams to ensure smooth escalation and consistent service delivery.

The role focuses on incident resolution, data collection for complex issues, and participation in governance and knowledge management to sustain high SLA performance

Qualifications

• 1–2 years of experience in Oracle EBS application support, functional analysis, or service operations.
• Experience with at least one Oracle EBS module - Manufacturing module preferred.
• Solid understanding of core end-to-end business processes.
• Ability to execute guided configuration and apply standard fixes/workarounds per playbooks.
• Familiarity with ITSM tools (e.g., ServiceNow).
• Structured problem-solving and analytical thinking.
• Prioritisation and time management skills in SLA-driven environments.
• Clear communication and stakeholder management skills.

Responsibilities

• Handle standard and recurring incidents, ensuring timely resolution within SLA targets using established playbooks and procedures.
• Execute standard functional fixes and workarounds based on playbooks, escalating to the Senior Analyst when issues exceed standard handling.
• Keep tickets updated with accurate status, notes, and resolution details throughout the incident lifecycle.
• Ensure structured ticket handover in the Follow-the-Sun model, providing clear visibility on actions taken and pending items.

Skills

Oracle EBS

ITSM tools

Analytical thinking

Structured problem-solving

Time management

Clear communication

Stakeholder management

Follow-the-Sun model

Tools

ServiceNow

Job description

Vertiv Co in Monterrey, MX, seeks a Junior Analyst for ERP Second Level Support (RUN) to provide timely Oracle EBS module support, document incidents, and follow standard playbooks. You will collaborate with Triage, Senior Analyst, Shift Manager, and cross-functional teams to ensure smooth escalation and consistent service delivery.

The role focuses on incident resolution, data collection for complex issues, and participation in governance and knowledge management to sustain high SLA performance