L2 Support Lead

Kuala Lumpur
Permanent
Full-time

1 month ago

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.We are seeking a highly skilled and motivated individual to join our team as an Support Specialist for our Oracle ERP solution, specifically tailored for the financefunction in the insurance industry. This role is critical in ensuring the smooth operation and optimization of our ERP system, providing expert-level support to end users, and collaborating with various stakeholders to enhance system functionality and resolve issues promptly.Key ResponsibilitiesTechnical Support

Provide second-level support for Oracle ERP finance modules, including General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, GL, Inter Company, Tax, and Cash Management.
Troubleshoot and resolve incidents related to Oracle ERP functionality, user access, system performance, and data integrity.
Trouble shoot Oracle Fusion Reports and Integrations such as BIP, XML, OTBI, SmartView and FRS; OCI, and ATP Database (Oracle SQL)
Collaborate with L1 support teams to ensure timely escalation and resolution of complex issues.
Perform root cause analysis of recurring issues and recommend long-term solutions to prevent future occurrences.

User Assistance, Knowledge Management and Training

Assist end-users with navigation, data entry, and reporting within the Oracle ERP finance modules.
Develop and deliver training materials and sessions to enhance user proficiency and understanding of the ERP system.
Provide guidance on best practices and procedural compliance to ensure accurate financial reporting and analysis.
Create Knowledge documents and repositories to capture Standard Operating Procedures, Known error database, etc
Mentor and train L1 support staff on advanced troubleshooting techniques and best practices for Oracle ERP support
Stay current with Oracle ERP technologies, updates, and industry best practices to continuously improve support services and drive innovation

System Maintenance and Enhancement

Monitor system performance and conduct regular maintenance activities to ensure optimal functionality.
Assist in the configuration and testing of new features, patches, and upgrades to the Oracle ERP system.
Participate in system integration projects and collaborate with IT and business teams to implement enhancements.
Document system changes, configurations, and procedures to maintain accurate records and support knowledge transfer.

Compliance and Reporting

Ensure compliance with industry regulations and internal policies related to financial data management and reporting.
Generate and review financial reports to identify discrepancies, trends, and opportunities for improvement.
Collaborate with auditors and compliance officers to provide necessary documentation and support during audits.

Requirements

Minimum of 3-5 years of experience in supporting Oracle ERP finance modules, preferably within the insurance industry.
Strong understanding of finance processes and principles, including General Ledger, Accounts Payable, Accounts Receivable, GL, Inter Company, Tax, Cash Management, AHCS (Accounting Hub Cloud Services), and Fixed Assets management.
Proficiency in Oracle ERP finance modules and related technologies.
Experience with SQL, and other database management tools.
Familiarity with business intelligence and reporting tools (e.g., Oracle BI, Tableau).
Knowledge of system integration principles and practices.
Strong understanding of Oracle ERP architecture, configuration, and integration with other systems.
Experience with Oracle ERP performance tuning, system optimization, and capacity planning.
Relevant Oracle certifications (e.g., Oracle Certified Professional) preferred.
Experience in supporting SUNGL is a plus point

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Prudential

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