At a Glance
- Tasks: Provide advanced support for Oracle Cloud and resolve complex system issues.
- Company: Join Sandwell Council, a values-led organisation making a real impact.
- Benefits: Enjoy competitive pay, excellent benefits, and a focus on professional development.
- Other info: Embrace a diverse workplace where every voice matters and growth is encouraged.
- Why this job: Be part of transforming services that benefit thousands in the community.
- Qualifications: Experience in IT support, especially with Oracle Cloud, and strong problem-solving skills.
The predicted salary is between 29700 - 36300 £ per year.
Sandwell Council's IT Division is seeking an experienced and proactive Tier 2 Support & Development Officer - Functional on a permanent, full time basis, to be based from its Oldbury office. The organisation works to a hybrid working model of 3 days in the office and 2 days from home. The role will provide advanced functional support for the Council's Oracle Cloud system and any other systems deemed applicable by the Council. The post holder will be responsible for managing and resolving escalated issues from Tier 1 support, undertaking in-depth troubleshooting, and escalating complex issues to Tier 3 where required. You will work closely with cross-functional teams, suppliers, and stakeholders to ensure issues are resolved in a timely and effective manner. In addition, you will play a key role in the ongoing functional development and continuous improvement of the Oracle Cloud system.
Key Responsibilities:
- Provide advanced (Tier 2) functional support for Oracle Cloud and related systems
- Investigate, diagnose, and resolve complex system issues escalated from Tier 1 support
- Escalate unresolved or highly technical issues to Tier 3 support and liaise with external suppliers where necessary
- Perform detailed root cause analysis and recommend long-term solutions to prevent recurrence
- Collaborate with technical, functional, and business teams to ensure effective issue resolution
- Contribute to the ongoing functional development, configuration, and enhancement of Oracle Cloud modules
- Support testing, deployment, and documentation of system changes and improvements
- Ensure incidents, problems, and changes are recorded and managed in line with agreed processes and service standards
- Provide guidance, mentoring, and knowledge sharing to Tier 1 support staff
- Support service delivery priorities aligned to the Chief Executive’s work plan and service area objectives
- Manage people, workloads, and other resources as required to meet service outcomes
Experience in a customer support or IT service role, preferably in an ERP or Oracle Cloud environment. Strong supervisory or team leadership experience, with the ability to develop and motivate staff. Excellent problem-solving and analytical skills, with the ability to troubleshoot technical and functional issues. Ability to communicate effectively with users of varying technical expertise. Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment. Experience in incident management, ticketing systems, and IT support workflows. Knowledge of relevant legislation and best practices in IT service management.
Additional Expectations:
- Commitment to professional development and continuous learning
- Experience of working utilising the ITIL Service Management framework
- Willingness to adapt to evolving technologies and business needs
- Ability to work flexibly across a range of service areas and projects
- Strong adherence to organisational policies, including health and safety, equality, and data protection
Required Skills and Experience:
- Educated to Degree level or equivalent in a relevant subject, or has equivalent relevant experience
- Extensive experience of working within a complex environment
- Experience of supporting or configuring Oracle Cloud-related applications
- In-depth experience of at least one Oracle Cloud module
- Experience of mentoring and transferring knowledge to colleagues
- Experience of guiding and supervising project work
- Experience of negotiating and consulting with internal and external stakeholders
Why Sandwell Council? At Sandwell Council, our work has a real impact. We are proud to be a values-led organisation that supports its employees with excellent benefits, a competitive remuneration package, and a strong focus on development. By joining us, you'll play a key role in delivering services that make a real and lasting difference to thousands of people across the borough.
We place equality, diversity and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds and identities. This diversity makes us a stronger and more effective council. We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly, and have the opportunity to thrive.
Creating an environment where colleagues feel respected, supported and able to contribute fully is central to our culture and the way we work. We are committed to ensuring that all applicants and employees have equitable access to opportunities. Reasonable adjustments are available throughout the recruitment process and within the workplace so that everyone has the support they need to perform at their best and succeed in their role.
Tier 2 Support & Development Officer - Functional in Oldbury employer: Sandwell Council
Sandwell Council is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to diversity and inclusion, we offer competitive salaries, excellent benefits, and opportunities for professional growth within a supportive work culture. As a Vehicle Technician in Cradley Heath, you will not only contribute to vital community services but also enjoy a fulfilling career in a values-led organisation that makes a real difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 2 Support & Development Officer - Functional in Oldbury
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Sandwell Council values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Sandwell Council might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Sandwell Council!
✨Direct Apply to Sandwell Council
Let's not forget to apply directly through the Sandwell Council website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Tier 2 Support & Development Officer - Functional in Oldbury
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Sandwell Council.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Sandwell Council. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Sandwell Council
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
