Hybrid Application Support Analyst – Oracle Customer Cloud Service

at Affinity Water

• Job title: Application Support Analyst – Oracle Customer Cloud Service
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £50,000 - £60,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, ITSM, Oracle, SQL
• Location requirements: Hybrid, Hatfield, United Kingdom

About the role

• Application Support Analyst providing support for Oracle Customer Cloud Service applications. Influencing core systems impacting customer satisfaction and operational success in a hybrid role.

Responsibilities

• Provide Level 1 & 2 support for Oracle CCS applications and related systems.
• Troubleshoot and resolve application issues, including root cause analysis.
• Monitor system performance and proactively resolve issues and address potential problems.
• Deliver training and ongoing support to team members.
• Triage and resolve software support and data processing issues.
• Manage incidents, service requests and problem resolution using ITSM tools.
• Perform root cause analysis and implement preventive measures.
• Collaborate with Oracle support and internal teams for escalations.
• Support deployment of patches, updates, and new releases.
• Ensure compliance with ITIL processes and organisational standards and with ITSM controls for all production changes.
• Drive automation and process optimisation for application support.
• Maintain documentation, Standard Operating Procedures (SOPs), troubleshooting guides and knowledge base articles.
• Act as a liaison between technical teams and business stakeholders.
• Provide exemplary customer service and manage client relationships.

Requirements

• Thorough understanding of Oracle Customer Cloud Service architecture.
• Exposure to SQL, Oracle Database and cloud technologies.
• Familiarity with APIs, web services and integration tools.
• Understanding of ITIL processes (Incident, Problem, Change Management).
• Preferably educated to degree level in Computer Science, Information Technology or related field.
• Experience in application support for Oracle cloud solutions.
• Oracle Certified Professional (OCP) / Oracle CX Cloud Certification.
• ITIL Foundation Certification.

Benefits

• Hybrid role, with the expectations of a minimum two days a week in the office in Hatfield.
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
• A range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.
• Disability Confident.