Analyst- IT I

**Basic Job Functions**:
Primary function is to serve as a Rapid Response and Oracle Fusion Support Analyst Level I to resolve issues, ensure timely assignment of tickets, monitoring SLA and to create/update the support knowledge base. Secondary role is to work on enhancements, change requests and projects as needed

**Education/Experience**:

- Bachelor’s degree in Computer Science/Information Technology or equivalent
- Minimum 1-2 years of related work experience in the related field is preferred.
- Work experience with Kinaxis Rapid Response is preferred.
- Knowledge of ERP relevant module(s) is preferred
- ITIL Foundation Training & Certification is preferred

**Required Skills/Competencies**:

- Experience in integrating Rapid Response with ERP (preferably Oracle Fusion) is preferred.
- Basic understanding of Supply Chain Mgmt. and best practices
- Working knowledge of ticketing system such as ServiceNow, Remedy or equivalent
- Demonstrated ability to prioritize and handle multiple issues and tasks simultaneously, whether working independently or with other people
- Good command of spoken and written English
- Demonstrated ability to communicate effectively with end users and team members
- Ability to document processes, specifications, working instruction and solutions to drive the creation of support knowledge base system
- Ability to work with functional departments and consultants effectively
- Proven interpersonal and team player skills with multi-national locations
- Ability to work with global customer base. Need to be available to work in various time zones such as Americas, APAC and EMEA as needed
- Strong proficiency in writing queries in Oracle ERP, SQL, Crystal or equivalent
- Strong proficiency in MS Office - VISIO, Excel (pivot table, charting, macros)
- Rapid response or ERP relevant module training and certification a plus

**Essential Responsibilities**:
**_Primary Responsibilities: _**
- Serve as Rapid Response and Oracle Clould Analyst Level I support to review and resolve tickets as they are logged
- To monitor and to ensure proper assignment of tickets in the queue
- Ability to assess issue and provide solution for Level I tickets
- Proactive monitoring of interfaces between Rapid Response and Oracle ERP system
- Review tickets by frequency and categorization to identify patterns for potential improvements
- Monitoring of open tickets to ensure SLA compliance and escalation of aging tickets
- Documentation of business processes and work instructions
- Leverage ticket resolutions in the creation of a Support Knowledge Base system
- Ensure compliance with Quality, Environment, Health and Safety and Responsible Business Alliance policies and procedures that is enforced within the organization.

**_Key Competencies: _**
- Assume ownership and responsibility in understanding incident logged, validate issue on hand, perform assessment and analysis to drive problem resolution consistent with SLA
- Analyses Rapid Response/Oracle Cloud Level 1 support processes, identifies alternative solutions, assesses feasibility and recommends new approaches
- Collect and review ServiceNow incident tickets support to ensure proper resolution and the identification of potential areas of improvements
- Takes responsibility to follow through incident resolution and in getting end user satisfaction and confirmation before resolving a ticket
- Active engagement in issue handling and alternatives for resolution. Keep customer informed of the status and ensure full satisfaction before resolving an incident
- Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for deterioration in service
- Takes responsibility for investigative work to determine business requirements and specify effective business processes, through improvements in information systems and procedures
- Escalates and asks for assistance as appropriate
- Works to ensure quality outputs
- Shows a willingness to develop self
- Demonstrates the First Solar Values and Behaviors

**Physical Requirements (if any)**:

- Will sit, stand or walk short distances for up to the entire duration of a shift
- Will climb stairs on an occasional basis
- Will lift, push or pull up to 27 pounds on an occasional basis
- Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis
- 20/40 vision in each eye, with or without correction, is required
- Must be able to comply with all safety standards and procedures
- May reach above shoulder heights and below the waist on a frequent basis
- May stoop, kneel, or bend, on an occasional basis
- Ability to wear personal protective equipment is required (including but not limited to, steel toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron and arm guards)
- All associates working on the production floor may be r