Note: The job is a remote job and is open to candidates in USA. Medasource is seeking four Oracle Fusion SCM Hypercare Support Analysts to provide remote Tier 1 support during the Oracle Fusion Supply Chain Management go-live and hypercare period. The role involves assisting users with day-to-day transactions, answering common questions, and directing more complex issues to the functional support team.
Responsibilities
- Monitor a dedicated Microsoft Teams and/or Slack support channel during scheduled support hours
- Respond to Tier 1 Oracle Fusion SCM questions from end users
- Assist users with Oracle Fusion SCM navigation and basic system functionalities
- Guide users through common Supply Chain transactions and workflows, including:
- Procurement and requisition
- Purchase Orders
- Receiving
- Inventory Management
- Item inquiries
- Basic Order Management process
- Answer common "how do I?" questions related to Oracle Fusion SCM
- Help users understand system messages and determine next step
- Identify when an issue requires escalation to Tier 2 functional or technical support
- Document recurring questions and common resolutions to support knowledge sharing during hypercare
- Maintain a professional, responsive, and customer-focused presence throughout the go-live support period
Skills
- Experience supporting Oracle Fusion Cloud SCM or another enterprise ERP solution
- Prior experience providing Tier 1 application support, help desk support, go-live support, or hypercare support
- Functional understanding of one or more Oracle Fusion SCM modules, including: Procurement, Purchasing, Inventory Management, Receiving, Order Management
- Strong customer service and communication skills
- Ability to explain business processes to non-technical users
- Strong troubleshooting skills for basic user issues
- Comfortable working independently in a remote support environment
- Ability to determine when issues should be escalated to functional or technical teams
- Oracle Fusion SCM implementation or post-go-live support experience
- Previous hypercare or go-live support experience
- Experience supporting procurement or inventory users
- Familiarity with ServiceNow, Jira, or other ticketing systems
- Healthcare supply chain experience is a plus
Company Overview
Medasource is a hospital & health care company specializing in population health management and clinical engineering services. It was founded in 2000, and is headquartered in Indianapolis, Indiana, USA, with a workforce of 501-1000 employees. Its website is http://medasource.com.