We have an exciting new opportunity for an Application Support Engineer to support our new implementations of Oracle HCM and UKG Workforce Management. As a company, we are developing and executing a technical vision to improve the key services that support the wider Ocado business as well as over 15k employees. This is a permanent opportunity based in Hatfield! (Hybrid Working)
We believe in fostering a corporate culture that values excellence, continuous improvement, and customer-centricity. As an Application Support Engineer for Oracle HCM, you will play an integral part in our Service Management team with opportunities to shape the function for excellence at 2nd & 3rd level support.
It is a new team which will form the technical core of the Logistics Technology organisation which is modernising the IT infrastructure within Logistics.
Key Responsibilities:
- Support the Oracle HCM and UKG Workforce Management systems at Ocado Logistics, maintaining key metrics such as response and resolution time.
- Perform configuration & code changes alongside the 1st level helpdesk.
- Continuously improve the support framework through automation, self-service capabilities and package routine tasks for 1st level support where possible.
- Work with our vendors to gain knowledge and improve support processes or design.
- Work with our vendors through the escalation process.
- Assist in the technical design process for new customer requirements.
- Work with and assist the change management process to maintain the HCM systems.
Skills, Experience and Qualifications
- In depth experience supporting an Oracle HCM implementation including incidents, problem/root cause and changes.
- A background in IT infrastructure and Cloud-based solutions.
- Exemplary customer service-focused approach.
- Strong interpersonal skills, initiative, effective communication, negotiating ability, influencing, and team working.
- Comfortable working, presenting and collaborating with senior stakeholders.
- Self-motivated with a positive attitude and strong work ethic.
- Ability to operate independently and effectively, making progress on tasks while navigating process and project ambiguity.
- Proven ability to build and maintain strong interpersonal relationships with peers and customers in the organisation.
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