Required Security Clearance:
NATO SECRET
INTRODUCTION
The NCI Agency (hereafter referred to as the "Purchaser") is ongoing functional support for the NBAC Business Area for the FINS Service. This support will focus on ensuring continued L2 and L3 support for existing applications while also offering expert guidance and consultation on continuous improvement changes and ongoing projects when required.
OBJECTIVE
The Fins Application Service is an integrated service which provides support for oracle E-Business Suite based software for different business processes such as finance, acquisition and travel process across NATO (ACO, ACT IMS).
This Statement of Work aims to enhance the support model for Fins Application Service, focusing on maintaining existing applications while providing support for Continuous improvement initiatives.
SCOPE OF WORK
Under the overall direction Service Area Owner and Service Delivery Manager, the following activities will be supported:
* Being responsible for the assigned business applications and services.
* Log and track support incidents using the helpdesk ticketing system. Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
* Providing 2nd and 3rd line support to the assigned business applications, by responding to service requests, investigating and resolving incidents and problems, communicating solutions or advising customers and users on changes and improvements based on best business practices.
* Contributing to the gathering, analysis, setup, design and documentation of new requirements and change requests.
* Developing and reviewing documentation such as requirements, definitions, functional and technical design documents, system specifications or other deliverables.
* Providing time estimates for the development and implementation of new requirements.
* Ensures full lifecycle tests of requests for change before they are presented to the user for user acceptance testing.
* Active contribution to relevant projects or service operation across Service Lines where integration is required.
* Participating/attending job-related conferences and trainings in order to keep the knowledge and expertise up-to-date.
* Escalate complex issues to vendor support or appropriate teams when necessary. Follow up on escalated issues to ensure timely resolution and user satisfaction.
* Providing briefings and presentations.
* Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions. Share knowledge and best practices with team members to improve overall service quality.
* Provide users with guidance and training on best practices for using Oracle EBS Applications. Promote self-service tools and resources to empower users and reduce support requests.
* Communicate effectively with users to understand their issues and provide clear instructions. Collaborate with IT teams to resolve issues and improve service delivery.
We envision the above activities to be delivered by one Support Engineer (L3 Support) that will be part of a team providing Functional Level 3 support to FinS for NBAC.
Skill, Knowledge & Experience
This support is critical for maintaining efficient IT support operations, ensuring users receive timely and effective assistance.
The Candidate to deliver these services should be a motivated engineer with strong problem-solving skills, full proficiency in English, and a passion for customer service.
The consultancy support for this work requires an experienced Support Engineer (L3 Support) with the following qualifications:
* A minimum of 15 years of practical experience with Oracle E-Business Suite R12.X Financials and Purchasing application of which at least 10 years with Oracle E-Business Suite R12.2.
* Experience with Oracle General Ledger, Accounts Payable, Accounts Receivable, Cash Management and Sub-Ledger Accounting.
* Experience with E-Business Tax, Purchasing, and Fixed Assets business flows and setups plus their implications at General Ledger level.
* Experience with budget accounting (summary account, budgetary control configuration), encumbrance accounting, accrual accounting and experience of Public Sector accounting processes.
* Ability to perform a range of Financials associated duties (reconciliation, consolidation, revaluation).
* Understanding month-end and year-end processes of predefined sub-ledgers and General Ledger.
* Understanding all aspects of Finance related reporting, including but not limited to identification of appropriate standard reports and the development of any additional reports required.
* Thorough understanding of bank reconciliation process and use of electronic banking payment formats.
* Knowledge of and experience with all different finance approval workflows (Accounts Payable, Purchasing, General Ledger).
* Experience with tools that work close together with Oracle EBS like Appdefend, Wands, More4Apps Wizards is a must.
* Experience with Oracle EPM, APRO Invoice Automation and Kyriba is a plus.
* The last work experience must demonstrate a 36 month sustained period of performance on the previous 2 most recent assignments.
* Experience working both in a functional role on a project as well as delivering support in operations and maintenance.
This is a condensed version of the job description. A full, detailed job description will be provided during the application process.