Lead Service Process Enablement Analyst

Vertiv; Westerville (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Vertiv seeks a Sr. Analyst, Process Enablement - Services in Westerville, OH to provide expert support for service business processes. You will triage issues, guide processes, and promote global templates with a focus on end-to-end service enablement.

You will own module-specific issue resolution (FS, IB, TS, MFS, OKS), document requirements, and coordinate with enablement and IT teams to reduce tickets and improve user adoption. Travel ~10% is required.

Qualifications

• 2–4 years in Oracle EBS functional support or business process enablement.
• Experience handling module-specific user queries and functional triage.
• Strong written and verbal communication skills in English; ability to document business requirements for ERP delivery teams.
• Exposure to Oracle EBS module workflows and business process operations in a field services or aftermarket services environment.

Responsibilities

• Supports service-specific Oracle EBS modules including Field Services (FS), Installed Base (IB), Technical Services (TS), Mobile Field Services (MFS), and Service Contract (OKS).
• Owns resolution of service module-specific issues from initial triage through escalation.
• Documents business requirements and assesses process impacts related to service processes.
• Provides updates on solution design, implemented fixes, and functionally resolved tickets.
• Interfaces with service business functions, Business Process Enablement Lead, and Training & Knowledge Coordinator on the business side.
• Escalates unresolved issues to ERP Second Level Support on the IT side.
• Performs structured functional triage before ticket creation, including issue validation, scenario replication, and preliminary root-cause categorization for service-specific processes.
• Handles module-specific user queries and functional triage across Field Services, Installed Base, and related modules.
• Advises Business Process Enablement Lead and Training & Knowledge Coordinator on recurring issues and knowledge gaps within service modules.
• Reduces avoidable tickets by providing immediate clarification and hands-on guidance to users.
• Oracle EBS (FS, IB, TS, MFS, OKS), ServiceNow, SharePoint, process mapping, transaction flow analysis, and exception handling methodologies.

Skills

Oracle EBS

Functional support

Process enablement

Issue triage

Documentation

Communication

English proficiency

Education

Bachelor's degree in a related discipline

Tools

ServiceNow

SharePoint

Job description

Vertiv seeks a Sr. Analyst, Process Enablement - Services in Westerville, OH to provide expert support for service business processes. You will triage issues, guide processes, and promote global templates with a focus on end-to-end service enablement.

You will own module-specific issue resolution (FS, IB, TS, MFS, OKS), document requirements, and coordinate with enablement and IT teams to reduce tickets and improve user adoption. Travel ~10% is required.