Technical Support Specialist

3 weeks ago


Hatfield, Hertfordshire, United Kingdom Ocado Logistics Full time

We are seeking a skilled Technical Support Specialist to join our Service Management team at Ocado Logistics. As a company, we are developing and executing a technical vision to improve the key services that support the wider Ocado business as well as over 15k employees.

This is a permanent opportunity based in Hatfield (Hybrid Working). We believe in fostering a corporate culture that values excellence, continuous improvement, and customer-centricity.

As a Technical Support Specialist for Oracle HCM, you will play an integral part in our Service Management team with opportunities to shape the function for excellence at 2nd & 3rd level support.

Key Responsibilities:

  • Support the Oracle HCM and UKG Workforce Management systems at Ocado Logistics, maintaining key metrics such as response and resolution time.
  • Perform configuration & code changes alongside the 1st level helpdesk.
  • Continuously improve the support framework through automation, self-service capabilities and package routine tasks for 1st level support where possible.
  • Work with our vendors to gain knowledge and improve support processes or design.
  • Work with our vendors through the escalation process.
  • Assist in the technical design process for new customer requirements.
  • Work with and assist the change management process to maintain the HCM systems.

Requirements:

  • In-depth experience supporting an Oracle HCM implementation including incidents, problem/root cause and changes.
  • A background in IT infrastructure and Cloud-based solutions.
  • Exemplary customer service-focused approach.
  • Strong interpersonal skills, initiative, effective communication, negotiating ability, influencing, and team working.
  • Comfortable working, presenting and collaborating with senior stakeholders.
  • Self-motivated with a positive attitude and strong work ethic.
  • Ability to operate independently and effectively, making progress on tasks while navigating process and project ambiguity.
  • Proven ability to build and maintain strong interpersonal relationships with peers and customers in the organisation.


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