Note: The job is a remote job and is open to candidates in USA. Medasource is seeking four Oracle Fusion SCM Hypercare Support Analysts to provide remote Tier 1 support during the Oracle Fusion Supply Chain Management go-live and hypercare period. The role involves assisting users with day-to-day transactions, answering common questions, and directing more complex issues to the functional support team.

Responsibilities

• Monitor a dedicated Microsoft Teams and/or Slack support channel during scheduled support hours
• Respond to Tier 1 Oracle Fusion SCM questions from end users
• Assist users with Oracle Fusion SCM navigation and basic system functionalities
• Guide users through common Supply Chain transactions and workflows, including:
• Procurement and requisition
• Purchase Orders
• Receiving
• Inventory Management
• Item inquiries
• Basic Order Management process
• Answer common "how do I?" questions related to Oracle Fusion SCM
• Help users understand system messages and determine next step
• Identify when an issue requires escalation to Tier 2 functional or technical support
• Document recurring questions and common resolutions to support knowledge sharing during hypercare
• Maintain a professional, responsive, and customer-focused presence throughout the go-live support period

Skills

• Experience supporting Oracle Fusion Cloud SCM or another enterprise ERP solution
• Prior experience providing Tier 1 application support, help desk support, go-live support, or hypercare support
• Functional understanding of one or more Oracle Fusion SCM modules, including: Procurement, Purchasing, Inventory Management, Receiving, Order Management
• Strong customer service and communication skills
• Ability to explain business processes to non-technical users
• Strong troubleshooting skills for basic user issues
• Comfortable working independently in a remote support environment
• Ability to determine when issues should be escalated to functional or technical teams
• Oracle Fusion SCM implementation or post-go-live support experience
• Previous hypercare or go-live support experience
• Experience supporting procurement or inventory users
• Familiarity with ServiceNow, Jira, or other ticketing systems
• Healthcare supply chain experience is a plus

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