Oracle Support Co-ordinator | Public Sector | Inside IR35 | Edinburgh/Hybrid
Duration - 6 months
Market Rates
Harvey Nash's public sector Client have a requirement for an Oracle Support Co-ordinator. This role will play a pivotal part in establishing and evolving IT support services for the organisation's Oracle Cloud platform, initially focusing on the rollout of a payment solution before expanding into the wider Oracle support landscape. This role requires 2 days onsite in Edinburgh.
Role Overview
- Contributing to the development, implementation and documentation of Oracle Cloud support processes, operating procedures and support runbooks.
- Ensuring IT Service Management tooling (currently IFS Assyst) is configured and utilised effectively to support Oracle Cloud services.
- Producing regular service performance and management reporting, including monitoring supplier performance against agreed service levels.
- Acting as a key liaison between internal teams and external managed service providers to ensure incidents and service requests are correctly routed and resolved within SLA targets.
- Supporting the Senior IT Service Manager and Head of Platform with escalated incidents and support issues.
- Driving a user-centred approach to service support and continuous service improvement.
Skills & Experience Required
To be successful in this role, candidates should demonstrate:
- Experience coordinating user-centred IT support services within a structured service management environment.
- Experience developing, documenting and maintaining support processes, procedures and operational runbooks.
- Experience producing and analysing IT service performance reports and management information.
- Experience working with and managing relationships with external managed service providers.
- Strong stakeholder engagement and communication skills.
- Knowledge of ITSM principles and service delivery best practice.
Please note that you must be eligible for BPSS to commence this role.
