Tier 2 Support & Development Officer - Functional

Tier 2 Support & Development Officer - Functional

Sandwell Metropolitan Borough Council is seeking an experienced Oracle Cloud Functional Support Officer to provide advanced functional support for its Oracle Cloud system and related systems.

• 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.
• 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.

• 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.

• Generous annual leave entitlement, with additional entitlement granted to employees who complete 5 years continuous service with Sandwell or other local authorities.
• Access to our Employee Benefits portal which includes discounts on a number of retail locations, gym membership, cinemas and more.
• Salary sacrifice schemes for cars and bikes.
• Access to the Local Government Pension Scheme.
• Hybrid working – working from an agreed workplace location in the borough at least 2 days a week (subject to change).
• We welcome applications from all qualified individuals, regardless of race, gender, disability, sexual orientation, religion, or age.

We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible.

If you have a disability and require assistance in making an application, please contact the Resourcing Team on  or via e‑mail to: h

For more information about working for Sandwell Council, our recruitment process and our offer to you please visit