Oracle - Triage Service Analyst

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers) where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

• Responsible for ensuring that the customers Oracle ERP and HCM modules are supported, maintained and developed as part of IBM’s managed service, via ticket management.
• Deliver high levels of customer service and satisfaction to end users and professional users.
• Be a key contact for the customer to log and triage incidents, requests for fulfilment, events, problems, and change.
• Capture and log key information, manage the initial assessment of the incident and where appropriate the resolution of the matter.
• Work towards closure for all cases as rapidly as possible.
• All training will be provided on Oracle Systems and Service Procedures.
• Build relationships across the customer’s business.
• Answer and respond to customer calls, emails and cases.
• Communicate clearly with clients in assessing their case.
• Support the customer through troubleshooting and knowledgebase procedures.
• Resolve cases.
• Continually review case queues, SLAs and responses to ensure we are providing the highest levels of customer service.
• Provide MI to both external and internal customers.
• Continual learning and development; working with your line manager to ensure an appropriate and timely training plan is agreed, in place and being worked to.
• Report on customer SLAs.
• Attend both internal and external meetings, and follow up on agreed actions in a timely manner.

Required Education

None

Preferred Education

Bachelor’s Degree

Required Technical and Professional Expertise

Please note that this role is a fully on-site position in London, Manchester or Cheltenham and NOT a Hybrid/Home-Working role.

• Excellent written and verbal communication skills.
• Ability to build rapport.
• Outstanding listening and questioning skills.
• Strong research and problem‑solving skills.
• Excellent customer service skills.
• Strong attention to detail.
• Ability to document and absorb information quickly.
• Strong prioritisation skills.
• Ability to perform tasks under pressure.

Additional Information

This role is subject to pre‑employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply, possibly requiring eligibility for The Security Check (eSC) or Developed Vetting (eDV).

Other Relevant Job Details

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

Equal Opportunity Statement

IBM is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.