McDonald's Oracle EBS or BI Global Financial Systems Support Manager in Oak Brook, Illinois
This is a position will work with an managed service provider to support multiple packaged and custom applications and technologies including Oracle e-Business Suite and OBIEE. The position will manage the support process and procedures, track progress of various tickets and assist with production support activities across all support activities. As a support manager the position will be expected to attend meetings with the service provider and also conduct status meeting with all levels of end users. Communication skills are critical and you must be able to work effectively and efficiently with various teams (internal and external).
McDonald’s Corporation is an equal opportunity employer committed to a diverse and inclusive workforce.
• Bachelor’s Degree in technology related area (ex. IT, IS)
• Minimum of 7 years experiences working with Oracle EBS or BI Applications (of which at least 3 years have been spent supporting Oracle EBS applications)
• Solid Project Management skills
• Experience working with a managed service provider
• Financial systems experience a plus
The role expects the resource to perform the following functions:
Interact with business, functional and technical teams on a regular basis
Continuously improve of support & minor enhancement processes and procedures with service provider
Track, review and reporting on ticket progress and adherence to CPIs and KPIs
Interpret, explain and document changes in process requirements into ITSM process documents
Work with IT teams to gather and review minor enhancement estimates
Provide traceable milestones/ETAs to customers on tickets (build project plan when needed)
Ensure RCA is completed on time and follow through on ETAs for action items to ensure permanent resolution is completed on time.
Monitor progress on tickets and responsible for on time delivery to customer by involving McDonalds SME teams as necessary
Assist QA team with testing and review test strategy to ensure completeness
Work with EBS functional support team on production incidents and adhere to SLA guidelines set within team
Translate goals into actions for the team
Oracle EBS or BI Global Financial Systems Support Manager