Oracle EBS Application Senior Support Consultant (L2)

Authority Partners•Houston, TX

23h

About The Position

The Oracle EBS Application Senior Support Consultant (L2) provides advanced functional support for Oracle E-Business Suite (EBS) applications and coordinates day-to-day support-team activities. The consultant reviews incoming tickets, assesses priority and complexity, assigns work to team members, and oversees the resolution of complex functional and cross-module issues. The role also supports analysts with troubleshooting, monitors ticket progress and SLA compliance, and promotes effective communication with business departments. The consultant combines hands-on L2 support with team leadership, end-user communication, escalation management, service reporting, and knowledge-base improvement. The position requires extensive Oracle EBS functional knowledge, familiarity with application architecture and business processes, and experience coordinating support operations. Authority Partners is a global IT services company with over 28 years of experience serving clients in financial, healthcare, insurance, mortgage, technology, and other sectors. The company offers long-term contract and permanent opportunities and states that it is 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; and knowledge of 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 explain technical issues to business audiences.
Hands-on SQL experience 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 regular team check-ins and coach analysts on issue-resolution approaches and documentation standards.
Communicate with end users as needed 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 the L3 engineer on complex issues, providing business context and ensuring 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 incoming support tickets, assess their priority and complexity, and assign them to appropriate 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 relevant information, documenting issues, and coordinating with Oracle Support until resolution.