Service Delivery Analyst – Oracle Order Management & Business Systems

About the role

We are seeking a Service Delivery Analyst to support critical business applications such as Oracle ERP Order Management, Salesforce, ServiceNow and JIRA. The role involves troubleshooting system issues, coordinating between business users and IT teams, and driving continuous improvement of our service delivery processes.

Key responsibilities

• Manage and resolve incidents and service requests for Oracle ERP Order Management and Salesforce, tracking them from initiation to closure.
• Investigate user‑reported problems, identify root causes and work with technical teams to implement solutions.
• Act as liaison between business users and IT, communicating updates, enhancements and resolutions.
• Create and maintain JIRA stories for system enhancements and releases.
• Develop and maintain support documentation, SOPs and workflow guides.
• Participate in system demonstrations, user acceptance testing and go‑live activities, providing user support during implementations.
• Support change‑management activities and gather user feedback for continuous improvement.

Required profile

• Detail‑oriented and highly organized professional.
• Strong analytical and troubleshooting abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Collaborative team player with a customer‑service mindset.

Required skills

• Oracle ERP – Order Management module.
• Salesforce.com.
• ServiceNow.
• JIRA.