EAM Applications Support, Temp

Pattern Energy Group LP

1d•Hybrid

About The Position

This position is responsible for the day-to-day operational support of Oracle Cloud applications supporting asset management and maintenance execution, including Oracle Maintenance, Inventory, Costing, Planning, and Oracle Fusion Field Service. The role leads daily execution of incident management (intake, triage, prioritization, escalation, and resolution) to restore service quickly and reduce business impact for Operations, Maintenance, Supply Chain, and Field teams. In addition, the role manages the demand and delivery lifecycle for enhancements—including requirement intake, impact assessment, backlog prioritization, release planning, change coordination, and post-deployment validation—ensuring changes are delivered safely through Oracle Cloud quarterly updates and internal release processes. This position works hand-in-hand with a contracted application support team (e.g., AMS) to coordinate daily work execution, maintain consistent support coverage, and ensure timely, high-quality outcomes. This position partners closely with business stakeholders, integration/platform teams, security, and external vendors (including Oracle Support) to ensure stable operations, continuous improvement, and disciplined service management practices across the Oracle ecosystem.

Requirements

Ability to influence and drive alignment across business stakeholders, technical teams, and vendors to achieve outcomes under time constraints.
Strong communication skills and the ability to translate complex technical issues into business-friendly updates, including during high-impact events.
Hands-on incident management expertise: triage, prioritization, stakeholder communications, escalation management, and restoration of service within defined SLAs.
Experience leading problem management and root-cause analysis; ability to identify systemic issues and drive corrective/preventive actions.
Demonstrated capability managing enhancement demand: intake, requirements, impact analysis, backlog prioritization, release planning, and delivery coordination.
Experience working with and coordinating a contracted/AMS application support team, including work intake, prioritization, quality oversight, and performance/coverage management.
Experience building and reporting operational KPIs (incident trends, SLA attainment, backlog throughput, release quality) and using data to drive continuous improvement.
Proven experience establishing and managing operational dashboards and weekly/monthly reporting for service performance (e.g., incident volume, SLA/OLA attainment, MTTA/MTTR, backlog aging, and release quality) and using results to drive continuous improvement.
Strong experience supporting Oracle Cloud in a production environment, specifically Oracle Maintenance, Inventory, Costing, Planning, and Oracle Fusion Field Service, with accountability for service stability and customer satisfaction.
Working knowledge of IT service management practices (ITIL) including change management, release management, and knowledge management.
Understanding of integrations and data flows across the Oracle ecosystem (e.g., Oracle Integration Cloud/iPaaS, REST/SOAP APIs, file-based loads such as FBDI, and reporting extracts); ability to partner effectively with integration teams to troubleshoot issues end-to-end.
Experience partnering with security/identity and master data governance teams to resolve access issues (job roles/data roles) and master data defects (items, organizations, asset structures) that impact Oracle Maintenance, Inventory, Costing, Planning, and Fusion Field Service.
Ability to travel within the U.S. when needed; less than 5% expected.

Nice To Haves

Renewable energy, utilities, or asset-intensive industry experience is desirable.

Responsibilities

Own daily incident management for Oracle Maintenance, Inventory, Costing, Planning, and Fusion Field Service: monitor queues, triage, prioritize, assign, escalate, and drive issues to resolution within agreed SLAs.
Lead business communications during incidents (status updates, ETAs, workarounds) and coordinate cross-functional response across Oracle functional teams, integrations (e.g., OIC/middleware), identity/security, and Field Service mobility.
Drive problem management and root-cause analysis for recurring issues across modules and integrations; leverage Oracle diagnostics/logs and manage Oracle Support Service Requests (SRs) through to closure; publish knowledge articles to reduce repeat incidents.
Manage enhancement intake and execution for Oracle Maintenance, Inventory, Costing, Planning, and Fusion Field Service: facilitate requirement discovery, perform cross-module impact assessment (setups, master data, transactions, accounting, scheduling), size/estimate with technical teams, maintain and prioritize the backlog, and coordinate delivery.
Coordinate change and release activities including Oracle Cloud quarterly updates: plan regression testing, validate critical maintenance-to-inventory-to-costing flows, ensure approvals and deployment readiness, and provide hypercare/post-release stabilization.
Partner with Oracle Support and implementation/AMS vendors to manage SRs, troubleshoot defects and configuration issues, track commitments, and drive timely resolution for production-impacting problems.
Work hand-in-hand with the contracted application support team (AMS) to assign and track incident/enhancement work, review quality of analysis and fixes, ensure documentation/knowledge transfer, and manage day-to-day coverage and responsiveness.
Maintain operational reporting and service health metrics (incident trends, SLA performance, backlog throughput, release outcomes); leverage Oracle reporting where applicable (e.g., OTBI/BI Publisher extracts) and present insights and recommendations to leadership.
Manage and report to common support measures, including incident volume and severity mix, SLA/OLA compliance, mean time to acknowledge (MTTA), mean time to resolve (MTTR), escalation rates, repeat incident rate, backlog size/aging for enhancements, change success rate, and post-release defect leakage.
Partner with Security/Identity and Data Governance teams (as applicable) on Oracle Cloud access management (job roles/data roles, segregation of duties) and master data processes (items, organizations, asset hierarchies) to support stable operations and compliant controls.
Ensure functional and technical documentation is current (Oracle setups and configuration decisions, security roles, integration touchpoints, runbooks, and Fusion Field Service support procedures) and promote standard operating procedures across support teams.