Lead Oracle EBS Application Support Consultant (L2)

Authority Partners•Houston, TX

About The Position

The Oracle EBS Application Senior Support Consultant (L2) provides advanced functional support for Oracle E-Business Suite applications and coordinates the support team’s day-to-day activities. The role reviews incoming tickets, assesses priority and complexity, assigns work to team members, and oversees resolution of complex functional and cross-module issues. It also supports analysts with troubleshooting, tracks ticket progress and SLA compliance, and facilitates communication and collaboration with business departments and end users. The consultant leads and mentors L1/L2 Support Analysts, communicates with end users about issues and resolution progress, and manages escalations in collaboration with L3 engineers. The role also owns weekly and monthly support reporting, identifies recurring issues and improvement opportunities, maintains the knowledge base, and handles L2 incidents, service requests, and Oracle Service Requests. Authority Partners is a global IT services company serving clients in sectors including financial services, healthcare, insurance, mortgage, and technology. It describes itself as an equal opportunity employer committed to a workplace free from discrimination, abusive or offensive behavior, and harassment.

Requirements

At least 7 years of experience supporting Oracle EBS R12, including at least 2 years in a lead or senior support role.
Deep functional knowledge of Oracle EBS Finance modules: AP, AR, GL, CM, FA, iExpenses, and iSupplier Portal; Oracle Projects; and AME.
Good understanding of Oracle ERP architecture, application structure, and core business processes.
Proven ability to manage a support team and drive service delivery outcomes.
Strong written and verbal end-user communication skills, including the ability to translate technical issues for business audiences.
Hands-on experience with SQL for data investigation and ticket-resolution support.
Bachelor’s degree in Computer Science, Economics, Information Systems, or a related field, or equivalent experience.

Nice To Haves

Experience with Oracle BI Publisher, including creating, modifying, and troubleshooting reports.
Familiarity with Oracle APEX applications from a functional or support perspective.

Responsibilities

Manage and mentor L1/L2 Support Analysts by setting priorities, reviewing work quality, and supporting professional development.
Conduct team check-ins and coach team members on issue resolution approaches and documentation standards.
Communicate with end users to investigate functional and technical issues, clarify business requirements, and provide ticket status and resolution updates.
Manage end-user expectations during high-impact incidents or change events.
Review escalation-ready tickets and determine, with guidance, whether they should move to L3 or remain at L2.
Collaborate with L3 engineers on complex issues by providing business context and complete handoff documentation.
Own weekly and monthly reporting on ticket volumes, resolution times, and aging open items.
Identify recurring issue patterns and drive root-cause analysis or process improvement initiatives.
Maintain and evolve the team knowledge base using ticket trends and lessons learned.
Review and analyze support tickets, assess priority and complexity, and assign them to team members based on expertise, workload, and issue type.
Investigate and resolve L2 support tickets, incidents, and service requests related to Oracle EBS applications.
Assist with preparing, submitting, and following up on Oracle Service Requests, including gathering information, documenting issues, and coordinating with Oracle Support through resolution.