Finance Lead

Jobtailor; Cockeysville (MD); On-site; USD 120,000 - 150,000; Full time

Job summary

Jobtailor in United States (Maryland) seeks an experienced Oracle operations lead to own end-to-end ticket triage, manage performance metrics in ServiceNow, and drive continuous improvements across Oracle EPM, FIN/SCM, and Security. You will mentor the Oracle support team, coordinate releases, and ensure compliant, efficient service delivery.

The role requires 7+ years managing Oracle platforms with 3+ years in leadership, strong vendor and incident escalation skills, and relevant

Qualifications

• Bachelor’s degree in IT, CS, business, or related field (Master’s preferred).
• 7+ years of Oracle platform experience, including 3+ years in a team leadership role.
• Strong working knowledge of Oracle modules including EPM, FIN/SCM, and Security.
• Experience managing ticketing systems and workflows.
• Demonstrated success in process improvement, vendor management, and incident escalation.
• Excellent communication, organizational, and stakeholder management skills.
• Experience working with Managed Services providers and third-party consultants.
• PMP, ITIL, or Oracle certifications a plus.

Responsibilities

• Lead operational reporting for Oracle modules (EPM, FIN/SCM and Security), providing visibility into performance, SLAs, and ticket volumes.
• Manage performance metrics using ServiceNow to track SLAs, backlog, and team performance.
• Own end-to-end incident and enhancement ticket triage, ensuring adherence to service standards and timely resolution.
• Monitor and analyze incoming incidents and requests, identifying trends and improvement opportunities.
• Oversee escalations to Oracle and internal leadership to address blockers efficiently.
• Approve change tickets and communicate impact across modules to stakeholders.
• Define and implement SOPs for managing Oracle-related tickets and requests.
• Ensure consistency and compliance in service delivery across Oracle pillars and support teams.
• Collaborate with Managed Services, Oracle Support teams, and business areas to drive improvements.
• Maintain procedural documentation and align with evolving business needs.
• Plan, coordinate, and manage Oracle platform release schedules, events, and regression tests.
• Coordinate test script execution and validation with Oracle and Managed Services post-deployment.
• Track enhancement hours across Oracle modules and prioritize by business value.
• Serve as primary contact for Finance/Accounting/Supply Chain Oracle-related ServiceNow activities.
• Align backlog priorities with strategic initiatives with stakeholders.
• Gather impact assessments and feedback to inform enhancements.
• Communicate clearly on ticket resolutions, escalations, and timelines.
• Ensure compliance with processes across internal and third-party teams, including consultants.
• Manage user access in My Oracle Support and enforce RBAC.
• Work with Oracle Security to ensure proper access and permissions.
• Act as team lead for Oracle support, guiding daily activities and career development.
• Foster accountability, responsiveness, and customer focus within the Oracle team.
• Collaborate with IT/business leaders for strategic alignment and cross-functional coordination.
• Maintain accurate system/workflow documentation.
• Participate in audits/compliance activities related to Oracle systems (SOX).
• Contribute to continuous improvement and automation of repetitive tasks.

Job description

Responsibilities

• Lead operational reporting for all Oracle modules (EPM, FIN/SCM and Security), providing visibility into team performance, service levels, and ticket volumes.
• Manage performance metrics using ServiceNow to track SLAs, backlog, and team performance.
• Own the end-to-end process for incident and enhancement ticket triage, ensuring adherence to service standards and timely resolution.
• Monitor and analyze incoming incidents and requests, identifying trends, gaps, and improvement opportunities.
• Oversee escalations to Oracle and internal leadership, ensuring blockers are addressed efficiently.
• Approve change tickets, assess their impact across modules, and ensure proper communication of changes to stakeholders.
• Define and implement standard operating procedures (SOPs) for managing Oracle-related tickets and requests.
• Ensure consistency and compliance in service delivery across all Oracle pillars and support teams.
• Work directly with Managed Services, Oracle Support teams and functional/technical businesses areas to identify inefficiencies, recommend solutions, and drive continuous improvement initiatives.
• Maintain and update procedural documentation in alignment with evolving business needs and system changes.
• Plan, coordinate, and manage Oracle platform release schedules, including environment refreshes and regression testing.
• Collaborate with Oracle and Managed Services to ensure test scripts are executed, results are validated, and system functionality is maintained post-deployment.
• Track and allocate enhancement hours across Oracle modules, ensuring work is prioritized according to business value.
• Serve as the primary point of contact for all Finance/Accounting/Supply Chain Oracle-related ServiceNow activities.
• Partner with business stakeholders to align backlog priorities with strategic initiatives.
• Gather impact assessments and user feedback to inform development and enhancement planning.
• Provide clear communication and manage expectations related to ticket resolution, escalations, and timelines.
• Monitor compliance with established processes across internal and third-party teams, including contingent workers and consultants.
• Manage user access and roles in My Oracle Support and ensure role-based access controls are properly implemented.
• Collaborate closely with the Oracle Security team to ensure Managed Services teams maintain proper access and security permissions.
• Act as a team lead for the Oracle support team, guiding day-to-day activities, mentoring team members, and supporting career development.
• Foster a culture of accountability, responsiveness, and customer focus within the Oracle team.
• Collaborate with other IT and business leaders to ensure strategic alignment and cross-functional coordination to ensure system performance and communications.
• Maintain accurate documentation of systems, workflows, and procedures.
• Participate in audits and compliance activities related to Oracle systems (e.g., SOX).
• Contribute to continuous improvement efforts and automation of repetitive tasks.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field (Master’s preferred)
• 7+ years of experience managing Oracle platforms, including at least 3 years in a team leadership role
• Strong working knowledge of Oracle modules including EPM, FIN/SCM, and Security
• Experience managing ticketing systems and workflows
• Demonstrated success in process improvement, vendor management, and incident escalation
• Excellent communication, organizational, and stakeholder management skills
• Experience working with Managed Services providers and third-party consultants
• PMP, ITIL, or Oracle certifications a plus