Oracle Finance Lead

Key Responsibilities

• Operational Management & Metrics Reporting
  • Lead operational reporting for all Oracle modules (EPM, FIN/SCM and Security)
  • Provide visibility into team performance, service levels, and ticket volumes
  • Manage performance metrics using ServiceNow to track SLAs, backlog, and team performance
• Incident, Service Request & Change Management
  • Own the end-to-end process for incident and enhancement ticket triage
  • Ensure adherence to service standards and timely resolution
  • Monitor and analyze incoming incidents and requests, identifying trends, gaps, and improvement opportunities
  • Oversee escalations to Oracle and internal leadership, ensuring blockers are addressed efficiently
  • Approve change tickets, assess their impact across modules, and ensure proper communication of changes to stakeholders
• Process Ownership & Continuous Improvement
  • Define and implement standard operating procedures (SOPs) for managing Oracle-related tickets and requests
  • Ensure consistency and compliance in service delivery across all Oracle pillars and support teams
  • Work directly with Managed Services, Oracle Support teams and functional/technical businesses areas to identify inefficiencies, recommend solutions, and drive continuous improvement initiatives
  • Maintain and update procedural documentation in alignment with evolving business needs and system changes
• Release & Environment Management
  • Plan, coordinate, and manage Oracle platform release schedules, including environment refreshes and regression testing
  • Collaborate with Oracle and Managed Services to ensure test scripts are executed, results are validated, and system functionality is maintained post-deployment
  • Track and allocate enhancement hours across Oracle modules, ensuring work is prioritized according to business value
• Stakeholder Engagement & Communication
  • Serve as the primary point of contact for all Finance/Accounting/Supply Chain Oracle-related ServiceNow activities
  • Partner with business stakeholders to align backlog priorities with strategic initiatives
  • Gather impact assessments and user feedback to inform development and enhancement planning
  • Provide clear communication and manage expectations related to ticket resolution, escalations, and timelines
• Governance, Compliance & Access Management
  • Monitor compliance with established processes across internal and third-party teams, including contingent workers and consultants
  • Manage user access and roles in My Oracle Support and ensure role-based access controls are properly implemented
  • Collaborate closely with the Oracle Security team to ensure Managed Services teams maintain proper access and security permissions
• Leadership & Team Oversight
  • Act as a team lead for the Oracle support team, guiding day-to-day activities, mentoring team members, and supporting career development
  • Foster a culture of accountability, responsiveness, and customer focus within the Oracle team
  • Collaborate with other IT and business leaders to ensure strategic alignment and cross-functional coordination to ensure system performance and communications
  • Maintain accurate documentation of systems, workflows, and procedures
  • Participate in audits and compliance activities related to Oracle systems (e.g., SOX)
  • Contribute to continuous improvement efforts and automation of repetitive tasks

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field (Master’s preferred)
• 7+ years of experience managing Oracle platforms, including at least 3 years in a team leadership role
• Strong working knowledge of Oracle modules including EPM, FIN/SCM, and Security
• Experience managing ticketing systems and workflows
• Demonstrated success in process improvement, vendor management, and incident escalation
• Excellent communication, organizational, and stakeholder management skills
• Experience working with Managed Services providers and third-party consultants
• PMP, ITIL, or Oracle certifications a plus

Preferred Attributes

• Basic understanding of Oracle application architecture and database structures
• Strategic thinker with a strong sense of ownership and accountability
• Proactive mindset with a focus on continuous improvement and service excellence
• Collaborative leadership style with strong interpersonal skills
• Good communication and coordination abilities across technical and non-technical