[Hiring] OIC Integration/Extension Analyst @Navtech, Inc.

Role Description

I have an opportunity for an OIC Integration/Extension Analyst - REMOTE and I am looking for a candidate who can join immediately.

• Provides L2 support (triaging) for OIC Integrations and Extensions incident tickets and ensures compliance to Client's ITSM Incident management process, associated SOPs and Operational Plan.
• Participates in and contributes to Problem RCA discussions to identify underlying causes of major impact or recurring incidents, including defining and documenting remediation plans for all OIC integrations and Extensions related issues, documenting problem tasks, and driving these tasks through to completion.
• Partners with Technical support vendor to drive effective incident troubleshooting and resolution actions through to service restoration including collaborating with vendor resources in utilizing OIC's monitoring tools and logs to troubleshoot and optimize integrations.
• For Major Incidents, ensures adherence to ITSM MIM process and communication protocols and communicates incident status to Functional counterparts, Support vendor contacts and EA Leadership through to service restoration and documents Major Incident Report post resolution.
• Develops, documents and maintains SOPs, Knowledge articles and Operational Plans in OIC Integrations and Extensions and recommends and drives implementation of error handling and recovery mechanisms and recommends automations or enhancements to support tools to maintain robust integrations and drive efficiencies.
• Assists the Functional Teams in translating business requirements for minor Service Requests / minor enhancements and Demand Intake in the OIC Integrations and Extensions area into technical requirements for AMS / Technical Vendor delivery, tracks and manages delivery.
• Assists with the QA by testing and validating operability and performance (regression testing) of services in OIC Integrations and Extensions post the implementation of IT changes, patches, Platform releases and / or upgrade to Oracle Cloud components or Application modules impacting Integrations/Extensions.
• Ensures compliance with all GRC and InfoSec policies and procedures in OIC Integrations and Extensions, collaborates with GRC on compliance audits and works with EA Ops peers and Leadership to track, own and drive audit findings to closure.
• Provides oversight for technical support vendor performance to contracted SLAs including but not limited to ensuring effective assignment group queue management, high quality ticket updates (notes and resolution updates) and consistency in responsiveness of Managed Services Vendor resources.
• Ensures Technical Managed Services Vendor delivers SLA dashboards or reports are delivered in line with agreed/contracted timeframes.
• Contributes to Business Continuity Plan and participates in Disaster Recovery drills.
• Participates in service performance reviews with Technical Managed Services Vendor and drives continuous service improvement plans to eliminate/minimize inefficiencies in support processes through automation opportunities or improvements in working practices. Ensures CSI reports and dashboards are delivered in agreed timeframes.
• Creates, Updates and/or manages Oracle support SR's, provides updates to leadership on critical SR's and escalates to duty manager when required.
• Conducts tech spec reviews of bug fixes prior to user acceptance testing.
• Conducts Code/quality reviews of integrations in adherence to standards for defects and bug fixes.

Qualifications

• A Bachelor's degree in Computer Science, Information Systems, or a related field.
• Minimum of 3 years of experience providing technical and operational support of Oracle Integration Cloud in an Integrations role in a structured ITIL-based ITSM model.
• Minimum of 5 years proven knowledge and hands-on technical expertise with development, testing, deployment and support of integration components & web services (SOAP/REST) using OIC.
• Oracle Cloud certification would be preferred.
• Minimum of 5 years of proven knowledge of and experience in these areas:
  • Integration patterns
  • Visual Builder Cloud Service
  • Javascript
  • OIC's pre-built Cloud Adapters
  • API design, exposure and lifecycle management
  • Error handling
  • Monitoring and debugging
  • Security concepts, including OAuth, SSL and encryption
  • Knowledge of API governance and how to define policies for access control
  • Database integration using SQL and database adapters
  • 5 years of proven technical expertise of mapping inbound and outbound integrations with Cloud ERP, EPM and HCM modules, transactional and master data structures
• Ability to research, learn, troubleshoot and support complex system customizations and understand integration points with related applications and products.
• Strong analytical, problem solving and decision-making abilities and in-depth experience troubleshooting technical issues through to resolution and service restoration.
• Proven experience effectively collaborating on Root Cause Analysis sessions and Remediation Planning and tracking.
• Strong written and oral communication skills, team and interpersonal skills and ability to effectively communicate complex technical issues in a clear and unambiguous manner.
• A passion for continuous improvement and operational service excellence.
• Knowledge and understanding of Service Now for Incident, Change and Demand management.
• Excellent verbal and written communication skills and ability to succinctly present complex subject matter, specifically translating technology problems/solutions to business partners.
• Strong knowledge of Excel, Word, PowerPoint, Visio.

Company Description

NAVTECH INC is an E-Verified Company located at 1600 Golf Road, Suite 1200, Rolling Meadows, IL 60008.

Contact: Alex K

Phone: (224) 348-1340

Email: [email protected]

Website: www.Navtechusa.com