Job Description:

Clarity Partners is a full service management and technology consulting firm, headquartered in Chicago, that provides consulting services to large and small private, public, and not-for-profit organizations. We strive to hire the best and brightest consultants who share our vision and commitment to client service.

We are currently looking to hire an experienced help desk analyst/user support specialist with experience supporting an Oracle E-Business Financials Applications production environment for a large organization to join our applications consulting practice. The Help Desk Analyst will be responsible for resolving Level 2 calls and will troubleshoot and route Level 3 calls to development for resolution as part of a diverse team that provides Oracle E-Business Applications maintenance, enhancements, interfaces, and support services for a large enterprise of over 30,000 employees. The Help Desk Analyst will possess excellent customer service, analytical, and communication skills as well as good judgment and a positive attitude.

Roles and Responsibilities:
. Answer, thoroughly document, and resolve all Oracle financials level 2 calls and emails received by the Help Desk according to defined standards
. Monitor the flow of service requests into the helpdesk system.
. Ensure follow-up and resolution of assigned tickets
. Become knowledgeable of the specific Oracle 11i E-Business Financials applications (GL, AP, PO, AR, FA, etc.) configurations, processes, reports, and associated infrastructure
. Work to meet Service Level Agreements (SLA) on all tickets sent to the Help Desk
. Route Level 3 calls to development team for resolution
. Inform Help Desk management of all urgent requests and emergencies.
. Escalate issues to the Help Desk Team Lead if they are in danger of missing the targeted SLA
. Follow Help Desk procedures provided by Help Desk Team Lead.
. Understand and apply IT policies and procedures.
. Perform other duties as required.
Experience: Qualifications and Attributes:

. 3+ years experience providing help desk/user support for Oracle 11i E-Business Financials applications (GL, AP, PO, AR, FA, etc.) for a large organization
. Ability to use independent judgment to troubleshoot problems, assess criticality, and apply solutions consistent with policy and procedure.
. Excellent customer relation skills and ability to handle multiple tasks.
. 3+ years experience providing excellent customer service, even under pressure
. Ability to maintain composure when dealing with frustrated users
. Experience using at least one enterprise help desk management software application to document the trouble ticket lifecycle, including receipt, triage, routing, escalation, follow-up, resolution, and close out.
. Knowledge of financial business concepts and processes
. BA/BS in business, management information systems, computer science, or equivalent degree (preferred)
. Strong verbal and written communication skills
. Exceptional trouble-shooting and problem-solving skills
. Excellent customer service skills
. Ability to prioritize duties in a fast-paced environment, working on multiple tickets/projects at a given time
. Ability to coordinate tasks with other team members, while also being able to work productively on independent tasks
. Team player with a positive attitude who see tasks through to completion.
. Public sector/government experience (preferred)

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