Sr. Analyst, Process Enablement - Services

Job description

POSITION SUMMARY

The Sr. Analyst, Process Enablement - Services provide expertise and structured support for service business processes, ensuring accurate issue triage, process guidance, and effective adoption of global templates and procedures. Act as a dedicated super user for service end-to-end processes, providing functional clarification, performing issue triage, and supporting user enablement activities. This position reports to Manager, Process Enablement.

RESPONSIBILITIES

Supports service-specific Oracle EBS modules including Field Services (FS), Installed Base (IB), Technical Services (TS), Mobile Field Services (MFS), and Service Contract (OKS). Owns resolution of service module-specific issues from initial triage through escalation. Documents business requirements and assesses process impacts related to service processes. Provides updates on solution design, implemented fixes, and functionally resolved tickets.

Interfaces with service business functions, Business Process Enablement Lead, and Training & Knowledge Coordinator on the business side. Escalates unresolved issues to ERP Second Level Support on the IT side. Performs structured functional triage before ticket creation, including issue validation, scenario replication, and preliminary root-cause categorization for service-specific processes. Handles module-specific user queries and functional triage across Field Services, Installed Base, and related modules.

Advises Business Process Enablement Lead and Training & Knowledge Coordinator on recurring issues and knowledge gaps within service modules. Reduces avoidable tickets by providing immediate clarification and hands-on guidance to users. Oracle EBS (FS, IB, TS, MFS, OKS), ServiceNow, SharePoint, process mapping, transaction flow analysis, and exception handling methodologies.

QUALIFICATIONS

Bachelor’s degree in Business Administration, Accounting, Finance, Economics, Engineering, Marketing, IT, Computer Science, or related discipline. 2-4 years in Oracle EBS functional support or business process enablement. Experience in handling module-specific user queries and functional triage. Exposure to Oracle EBS module workflows and business process operations in a field services or aftermarket services environment.

Strong written and verbal communication skills in English; other languages are a plus. Ability to provide clear process guidance to business users and document business requirements effectively for ERP delivery teams. Analytical thinking and problem-solving skills. Ability to perform root-cause categorization, identify recurring issue patterns, and assess process impacts. Deep functional knowledge of Oracle EBS service modules (FS, IB, TS, MFS, OKS).

Proficiency in process mapping, transaction flows, and exception handling. Experience with formalization of module-specific business requirements. PHYSICAL & ENVIRONMENTAL DEMANDS No special physical requirements. TRAVEL

REQUIREMENTS

10% travel required.