IBM
Oracle - Triage Service Analyst
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Oracle ERP & HCM Support Specialist
About the Role
UK Future Now is a forward-thinking division of IBM, delivering innovative technical solutions to leading global clients. Our dynamic and fast-paced consultancy environment provides diverse projects across multiple industries. Employees gain valuable experience, refine their skills, and expand networks in unique working settings.
Are you ready to take a leadership role in this new technological era and solve the world’s most complex challenges?
This key support role ensures Oracle ERP and HCM modules are effectively maintained, developed, and managed as part of IBM’s managed service via ticket systems. Your core responsibility is delivering superior customer service to end users and professional clients.
Key tasks include:
- Ticket logging and triage: Handling incidents, requests, maintenance, events, problems, and changes.
- Case assessment & resolution: Capturing key details, swift initial analysis, and achieving rapid closure.
- Service excellence: Ensuring commitments around SLAs and delivering outstanding customer experience.
Training: Comprehensive guidance will be provided on Oracle Systems and Service Procedures.
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Responsibilities
Core Responsibilities
- Act as the primary customer contact for logging and classifying Oracle-related requests across the lifecycle of a case.
- Assess escalation paths, link related cases, and escalate when required.
- Maintain detailed customer records and case notes.
- Provide fast-paced dispute resolution and follow best practices for case management.
- Aim for timely case closure in alignment with internal and client SLAs.
Key Additional Duties
- Build strong relationships within the customer’s business.
- Respond promptly to customer calls, emails, and tickets with clear communication.
- Support the customer through troubleshooting and internal knowledge base procedures.
- Constantly review the case priority management process and adapt delivery pattern to demand.
- Provide mitigation and action plans for blind events and disruptions.
- Produce Management Information (MI) reports for internal and external stakeholders.
- Collaborate with your manager to design and execute a training schedule that matches your professional development needs.
- Monitor and track the adherence to customer SLAs.
- Attend internal/external meetings; deliver post-meeting actions on time.
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Requirements
Education & Training
- Bachelor’s Degree (preferred).
Essential Skills & Experience
- Fully on-site position required in London, Manchester, or Cheltenham.
- Excellent written and verbal communication skills.
- Strong ability to build rapport.
- Exceptional listening, questioning, and analytical skills.
- Outstanding customer service and problem-solving aptitude.
- Strong attention to detail, clear incident capture, and quick information assimilation.
- Effective prioritisation under pressure.
Security Compliance
- Subject to UK Government Baseline Personnel Security Standard (BPSS) checks.
- Additional National Security Vetting (NVS) may apply, including:
- Possible need for Security Check (eSC).
- Possibly Developed Vetting (eDV) for high-sensitivity roles.
Preferred Experience
(Not mandatory; ideal if applicable)
- Experience in Oracle ERP/HCM environments highly desirable.
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