Act as the primary onsite liaison between business stakeholders, IT teams, offshore application maintenance and support (AMS) teams, and Oracle Retail Sales Audit support teams.
Lead application support and service delivery for Oracle Retail Merchandising Financial Planning and Control (MFCS) and Sales Audit modules.
Manage incidents, service requests, and enhancements while ensuring adherence to SLAs and timely issue resolution.
Gather and analyze business requirements and facilitate functional and technical solution discussions.
Translate business requirements into actionable tasks and coordinate execution with offshore support teams.
Monitor application performance, system availability, and support activities to ensure business continuity.
Coordinate troubleshooting, root cause analysis, and resolution of complex application issues.
Communicate issue status, risks, dependencies, and resolutions to business and technical stakeholders.
Drive continuous improvement in application support processes and service delivery.
Required Skills
Strong experience with Oracle Retail Sales Audit.
Hands-on knowledge of Oracle Retail Merchandising and MFCS.
Experience in retail domain processes and application support.
Proven experience in client-facing stakeholder management and communication.
Experience in incident management, service requests, enhancements, and SLA management.
Ability to gather business requirements and coordinate with offshore support teams.
Strong troubleshooting, analytical, and problem-solving skills.
Experience and Work Requirements
8–10 years of overall IT experience, preferably in Oracle Retail solutions.
Strong functional and technical understanding of retail merchandising and sales audit processes.
Ability to work onsite in Plano, Texas.
Strong communication, coordination, and service delivery leadership skills.