Service Desk Agent - Applications

• Provide Tier 1 and Tier 2 support for application issues, primarily related to Oracle Fusion.
• Manage ticket queues in ServiceNow, ensuring proper prioritization and adherence to SLAs.
• Troubleshoot and resolve incidents related to order fulfillment, inventory, procurement, and finance modules.
• Identify and analyze issue trends, and communicate findings to engineering teams for root cause analysis.
• Assist users with problems including printing issues, label generation, billing synchronization, and incorrect customer statements.
• Receive and log incidents via multiple channels, including the service portal, email, and Teams chat.
• Develop an understanding of business workflows, particularly in order management, from order placement to invoicing.

We are seeking a Service Desk Agent to support our application environment. This role is crucial as we transition our systems to Oracle Fusion. The agent will be a key member of the Tier 1 and Tier 2 support team, managing and resolving application issues for our internal users. This position requires a candidate with strong troubleshooting skills, a deep understanding of order management workflows, and experience in a warehouse or distribution setting., * 3+ years of troubleshooting experience, with a preference for experience with Oracle applications.

• Experience in a warehouse or distribution environment.
• Proficiency with the complete order management lifecycle: order entry, inventory allocation, picking, shipping, and invoicing.

Technical Skills:

• Experience with a ticketing system, with a preference for ServiceNow.
• Knowledge of ERP systems, specifically Oracle Fusion and its various modules (e.g., warehouse management, order management, inventory, procurement, finance).

Professional Skills:

• Customer service skills suitable for a fast-paced environment.
• Presentation skills for interacting with high-level leaders, including creating dashboards and report

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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