Sr. Analyst, Process Enablement - Services

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.