Oracle EBS Financials L1 Support Consultant

Job Summary

• Seeking anOracle EBS Financials L1 Support Consultantwith3-4 years of experiencein Oracle EBS Financials support.

• Provide first-line functional support forOracle EBS R12 Financialsmodules.

• Support business users, troubleshoot functional issues, resolve L1 incidents, and escalate complex issues toL2/L3 teams.

• Ensure smooth day-to-day operation of Oracle EBS Financials and maintain business continuity.

Key Responsibilities

Oracle EBS Financials L1 Support

• Provide first-level functional support for:

  • Accounts Payable (AP)

  • Accounts Receivable (AR)

  • General Ledger (GL)

  • Fixed Assets (FA)

  • Cash Management (CM)

• Handle support requests throughticketing systems, email, and direct user interaction.

• Troubleshoot common issues related to:

  • Invoice processing

  • Journal entries

  • Transaction errors

  • Data entry issues

  • User access

  • Financial reports

  • Basic configuration

• Act as thefirst point of contactfor Oracle EBS Financials users.

Incident Management

• Log, categorize, prioritize, track, and resolve incidents within the service management system.

• Resolve L1 issues related to:

  • User access

  • Configuration queries

  • Financial transactions

  • Reporting errors

  • Application errors

• Communicate with end users to understand issues and provide step-by-step solutions.

• Ensure incidents are resolved within definedSLA and support timelines.

L2/L3 Escalation

• Identify issues that require advanced functional or technical expertise.

• Escalate complex or unresolved incidents toL2/L3 support teams.

• Provide complete issue details, troubleshooting steps, screenshots, logs, and business impact during escalation.

• Follow up with higher-level support teams until issue resolution.

• Ensure smooth handover and communication between L1 and L2/L3 teams.

User Support & Troubleshooting

• Assist users with day-to-day Oracle EBS Finance activities.

• Provide guidance on:

  • Invoice processing

  • Journal creation and posting

  • Month-end closing activities

  • Account reconciliations

  • Data corrections

  • Financial transactions

  • Standard workflows

• Help users navigate Oracle EBS and follow appropriate business processes.

• Identify recurring issues and recommend preventive measures.

System Monitoring & Basic Maintenance

• Monitor Oracle EBS Financials processes and system activities for potential issues.

• Review error messages and failed financial processes.

• Raise incidents for system or transaction failures.

• Assist withuser access requests and basic configuration changes.

• Ensure system settings are aligned with approved business requirements.

Documentation & Knowledge Management

• Maintain accurate documentation for common issues and resolutions.

• Create and updateKnowledge Base (KB) articles, FAQs, and Standard Operating Procedures (SOPs).

• Document troubleshooting steps and recurring incidents.

• Contribute to continuous improvement of the L1 support knowledge base.

User Training & Guidance

• Provide basic training and functional guidance to Oracle EBS Finance users.

• Educate users on standard Oracle EBS functionality and workflows.

• Promote best practices for:

  • Data entry

  • Transaction processing

  • Reporting

  • Financial controls

• Assist new users with basic Oracle EBS navigation and functionality.

Reporting & Queries

• Support users in generating standard financial reports and queries.

• Provide assistance with reports such as:

  • Invoice Aging

  • GL Balances

  • Accounts Payable Reports

  • Accounts Receivable Reports

  • Transaction Reports

• Troubleshoot basic report and data-related issues.

• BasicSQL knowledgefor data extraction and troubleshooting is an advantage.

Cross-Functional Collaboration

• Collaborate with:

  • L2/L3 Functional Consultants

  • Technical Support Teams

  • DBA Teams

  • Business Users

  • Other ERP Support Teams

• Participate in cross-functional discussions for complex issue resolution.

• Support process improvement and recurring-issue reduction initiatives.

Required Experience

• 3-4 years of experiencein Oracle EBS Financials support.

• Hands-on experience supportingAP, AR, GL, FA, and Cash Management.

• Experience in anL1/helpdesk support environment, preferably within Oracle EBS or another ERP environment.

• Working knowledge ofOracle EBS R12 or later.

• Experience handling incidents, service requests, and user queries.

Technical Skills

• Basic to intermediate knowledge ofOracle EBS Financials.

• Understanding of Oracle EBS Finance user interfaces and standard functionality.

• Knowledge of common Oracle EBS Financials issues and troubleshooting techniques.

• Basic understanding ofOracle EBS workflows and financial processes.

• BasicSQL knowledgefor data extraction and troubleshooting is preferred.

• Familiarity with ticketing/service management tools.

Functional Skills

• Understanding of fundamental accounting and finance processes.

• Knowledge of:

  • Invoicing

  • Accounts Payable

  • Accounts Receivable

  • Journal Entries

  • General Ledger

  • Fixed Assets

  • Cash Management

  • Account Reconciliation

  • Month-End Closing

  • Financial Reporting

• Ability to understand business requirements and translate them into functional troubleshooting