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IT Operations Support Specialist - Senior

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We are looking for a talented IT Operations Support Specialist to join our team, specializing in Systems/Information Technology for our  CUMMINS FUEL SYSTEMS BUSINESS, located in  Guadalajara, Mexico. (Hybrid role: 3 days onsite, 2 days home office)

This role is focused on supporting and maintaining Oracle E-Business Suite (EBS) R12 financial modules in a production support environment. The position involves troubleshooting issues, managing incidents, supporting system integrations and upgrades, and collaborating with cross-functional teams to ensure stable and efficient business operations.

We are looking for someone with experience in Oracle EBS financial modules such as Accounts Payable, Accounts Receivable, General Ledger, and Cash Management, along with SQL knowledge, strong problem-solving skills, and experience in IT production support environments. Exposure to Agile methodologies, reporting tools, and continuous improvement initiatives is a plus.

Key Responsibilities:

Provide production support for Oracle E-Business Suite R12 financial modules
Troubleshoot incidents, resolve system issues, and support end users
Manage configurations, customizations, interfaces, and reporting activities
Support system integrations, migrations, upgrades, and testing activities
Work with SQL for analysis, troubleshooting, and data validation
Collaborate with cross-functional and global teams to ensure service quality and system stability
Participate in continuous improvement initiatives to optimize workflows and system performance
Support documentation, testing, and process enhancement activities
Ensure service levels, change management, and operational support processes are followed efficiently

Education, Licenses, Certifications:
College, University, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required.
Experience:
Intermediate level (Minimum 3+ years of experience) of relevant work experience required.

Must to Have:

• 3+ yoe experience with Oracle E-Business Suite R12 modules:
  • Oracle Accounts Receivables
  • Oracle Accounts Payables
  • Oracle General Ledger
  • Oracle Cash Management
• Working knowledge of SQL.
• Incident Management and IT production support experience.
• Familiarity with system integrations, migrations, and upgrades.
• Strong problem-solving & analytical mindset
• Excellent communication and cross-functional collaboration
• Advance English Level

Nice to Have:

• Understanding of AGILE methodology and practices
• Experience with Power BI and Business Reporting knowledge.
• Supporting and delivering multiple Oracle EBS productionsupport initiatives
• Managing configurations, customization's, interfaces, and reporting
• Leading and executing system testing, defect resolution, training
• Driving continuous improvement by enhancing technical foundations, optimizing workflows, and improving system performance
• Implementing deliveryprocess improvements (documentation, automated functional testing, efficient configuration practices, etc.)
• Applying modern technology practices to deliver improved UI and business solutions

Competencies:
Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Access Management - Manages access to services using the required processes and tools granting appropriate rights and denying unauthorized users access to comply with policy.
IT Operational Support - Executes ongoing activities and procedures required to manage and maintain IT services to deliver agreed service levels.
Knowledge Management - Ensures perspectives, ideas, experiences and information are available in the right place and the right time using the required processes and tools to enable informed decisions.
Problem Management - Controls the life cycle of all problems using the required processes and tools to proactively prevent recurrence of incidents to minimize adverse impact on the organization.
Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.
Service Asset and Configuration Management - Manages service assets and configuration items by maintaining accurate configuration records to support other service management processes with documented and verifiable information.
Service Level Management - Ensures the quality of the services delivered meet agreed levels using the required processes and tools in order to maintain customer satisfaction.
System Change Management - Controls the life cycle of all system changes using the required processes and tools enabling beneficial changes to be made with minimum disruption to IT services.
Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.
Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.
Project Issue and Risk Management - Manages the process to identify, assess and prioritize issues and risks using recommended tools and disciplines. Drives actions to minimize, monitor and control risks and issues and to maximize the most positive outcomes possible.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.