Oracle FI Functional Analyst

U.S.Citizens OR Green Card holders ONLY.

Plan, manage and control the activities of the Help Desk to ensure all customer service level agreements are being met and maintained.
Develop, define, communicate, monitor and track methods of problem solving/escalation of issues to ensure a high degree of customer satisfaction.
Measure, monitor and report on Help Desk performance to client's stakeholders.
Recommend, document and implement processes to improve operation of the Help Desk and ensure superior customer service.
Lead and manage all aspects of Help Desk staff, including performance development and administering performance evaluations.
Lead and initiate team projects that enhance the quality and efficiency of the team.
Develop, define and communicate customer and technical service policies for product support by the Help Desk.
Optimize use of Help Desk technology including ACD and call tracking software.
Develop, define and communicate methods for trending customer problems and issues to ensure appropriate action is taken by the correct group to ensure resolution/improvement.
Institute continuous improvement.
REQUIREMENTS
Description of Skills Needed:

Proven experience in IT/Help Desk management, planning, organization, and development.
Best practices, ITIL, STI, HDI SSPA certifications preferred
Ability to motivate in a team-oriented, collaborative environment.
Proven leadership and team building ability
Possess extensive knowledge of Microsoft Windows Operating systems including: Windows 2000 and XP.
Extensive knowledge of Microsoft Office Products.
Excellent understanding of Knowledge Management and Project Management principles.
Demonstrated ability to apply IT in solving business problems.
Ability to set and manage priorities.
Excellent written and oral communication skills.
Excellent interpersonal/customer services skills.
Strong negotiating skills.
Ability to present ideas in business-friendly and user-friendly language.
Exceptionally self-motivated and directed.
Keen attention to detail.
Superior analytical, evaluative, and problem-solving abilities.
Training and Certification:

Bachelor*s Degree in Computer Science, MIS, IT, or related field preferred
Help Desk Institute, Help Desk 2000, STI or SSPA certification preferred
ITIL certification preferred
Experience:

Minimum of 7 years senior level technical experience in a helpdesk/end user support customer service environment required.
Minimum of 5 years supervisory/management experience.
Travel:

Travel will be required - 20% to 50%