Senior Support Analyst – O2C

Role Overview

• Build and maintain strong relationships with Finance users and process stakeholders, ensuring clear communication and effective support outcomes.
• Provide functional support for Oracle EBS R12 across the full Order to Cash cycle (Accounts Receivable, Billing/Project Billing, Project Costing, Project Management), including diagnosing issues that span multiple modules and processes.
• Manage incidents and requests in alignment with defined SLAs, ensuring accurate ticket updates, clear ownership, and visibility of progress through to resolution.
• Lead incident investigations, perform in‑depth root‑cause analysis, and drive permanent corrective actions across O2C processes, transactions, and accounting flows.
• Support month‑end and year‑end closing cycles, ensuring stability, timely processing, and issue mitigation.
• Monitor daily system processes, configurations, and integrity checks to ensure ongoing stability.
• Participate in SIT, UAT, regression testing, and validation for patches, upgrades, and system enhancements.
• Maintain high‑quality documentation, including test scripts, tickets, troubleshooting guides, and knowledge‑base content.
• Collaborate with DBAs, developers, infrastructure teams, and external partners, including raising and managing Oracle Support Service Requests (SRs) where required.
• Guide and support other colleagues by sharing knowledge, reviewing approaches to complex tickets where needed, and helping raise overall quality and consistency of resolution.
• Work closely with the O2C Team Lead and other senior team members to align on priorities, escalations, recurring issues, and improvement actions, ensuring joined‑up delivery across the support team.

Requirements

• 5+ years of hands‑on experience supporting Oracle E‑Business Suite R12 within the Order to Cash (O2C) process area.
• Strong functional expertise in at least one major O2C module, with working knowledge across Accounts Receivable, Billing/Project Billing, Project Costing, and Project Management.
• Demonstrates a solid understanding of end‑to‑end Oracle EBS business processes, with the ability to analyze requirements, identify impacts, and support improvements.
• Acts as a subject‑matter leader, mentoring others and influencing solution quality through experience and judgement.
• Applies appropriate decision‑making authority to take ownership of outcomes and deliver effective end‑to‑end solutions.
• Experience working within ServiceNow and Azure DevOps, with a strong understanding of ITSM/ITIL practices.
• Well‑developed analytical and problem‑solving skills, including the ability to interpret data, identify patterns, and troubleshoot effectively.
• Works independently to prioritize complex workloads, manage competing demands, and handle escalations effectively.
• Excellent communication skills, able to engage effectively with both technical teams and business stakeholders.
• Bachelor’s degree in IT, Finance, Economics, or equivalent relevant experience.
• Fluent English required; French an advantage (mandatory for Quebec‑based roles).

Tech Stack

• Azure
• ITSM
• Oracle
• ServiceNow

Benefits

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.