Cloud Software Support Specialist

The City of Johnson City is accepting internal, online applications for a Cloud Software Support Specialist in the Information Technology department. This position provides technical and functional support for the City's Oracle Cloud and future cloud systems and their integrations with other City applications. The employee assists with day-to-day system operations, monitors application integrations, troubleshoots issues, validates data, and coordinates with software vendors and departmental personnel to resolve problems. The position also supports system configuration, reporting, documentation, user training, and business process improvements. Work is performed under the general direction of the Director of Information Technology.

This is an on-site position in Johnson City, TN.

This is a technical application support position within the City's Department of Information Technology, with primary responsibility for supporting Oracle Cloud and related application integrations.

The employee serves as a point of contact for Oracle application issues and assists with maintaining reliable data exchange between Oracle and other City systems.

The position requires an understanding of enterprise applications, business processes, data interfaces, and troubleshooting techniques. Complex application development, integration architecture, and major system modifications are performed by vendors or other designated technical resources.

Essential Functions of Position:

• Provide day-to-day technical and functional support for Oracle Cloud and associated applications.
• May support other SAAS solutions as assigned by the Director.
• Monitor existing integrations between Oracle and other City applications to identify errors, failed transactions, and data synchronization issues.
• Investigate and troubleshoot integration failures, including reviewing error messages, interface logs, and data files.
• Coordinate with Oracle support, software vendors, and other IT personnel to resolve application and integration issues.
• Assist with maintaining and supporting existing application interfaces, scheduled data transfers, and automated processes.
• Perform routine data validation and reconciliation to help ensure accuracy and completeness of information exchanged between systems.
• Assist with Oracle configuration changes, application updates, and system testing.
• Evaluate underutilized Oracle features and recommend or assist with implementing enhancements that improve operational efficiency, functionality, or business processes, subject to appropriate approval.
• Manage Oracle user accounts and security roles/access in accordance with City security policies and established authorization procedures.
• Support users in Finance, Purchasing, and other departments utilizing Oracle.
• Assist with creating, maintaining, and modifying standard reports using available Oracle reporting tools.
• Document application configurations, integration processes, troubleshooting procedures, and standard operating procedures.
• Assist with testing application updates, patches, and changes to existing integrations.
• Provide training and technical assistance to City employees using Oracle.
• Identify opportunities to improve application workflows and reduce manual processes.
• Assist with implementation projects involving Oracle and related City applications.
• Maintain appropriate records of support requests, system issues, and resolutions.
• Perform other related duties as assigned by the IT Director.

Required Knowledge, Skills and Abilities:

• Working knowledge of enterprise business applications, preferably Oracle Cloud.
• Understanding of common ERP business processes, including financial management, purchasing, accounts payable, and related functions.
• General understanding of application integrations, data interfaces, and automated file transfers.
• Ability to troubleshoot application errors and investigate failed data transactions.
• Basic knowledge of SQL and relational database concepts.
• Familiarity with common data formats such as CSV, XML, and JSON.
• Familiarity with web services and APIs is desirable.
• Ability to perform data validation and reconciliation between business applications.
• Ability to create and maintain technical documentation and operating procedures.
• Ability to communicate effectively with departmental users, vendors, and IT personnel.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work independently on routine assignments and escalate complex technical issues appropriately.
• Ability to learn new software applications and business processes.

Acceptable Experience and Training: Associate's degree in Information Technology, Computer Science, Information Systems, Business Information Systems, or a related field, supplemented by two to three years of experience supporting enterprise business applications, financial systems, or application integrations.

An equivalent combination of education, training, and relevant experience may be considered.

Experience supporting Oracle Cloud ERP, Oracle Fusion Applications, Oracle Integration Cloud, or comparable enterprise financial management systems is preferred.

Experience troubleshooting data interfaces, working with software vendors, supporting application users, or using SQL for data analysis is desirable. Pre-employment physical, and background check required.

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