Tier 2 Support & Development Officer - Functional

Sandwell Metropolitan Borough Council, Sandwell Council is seeking an experienced and proactive Oracle Cloud Functional Support Officer to 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.

To support the delivery of services and outcomes identified through the Chief Executive’s work plan or by the relevant service area, the role will involve managing people and other resources as required to deliver agreed priorities and objectives, or as otherwise directed.

• 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.
• This is an excellent opportunity to work on cutting‑edge products that will be part of transforming ways of working at Sandwell Council.

Joining Sandwell Council means becoming part of a supportive and forward‑thinking organisation. We offer:

• 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.

The council operates hybrid working, involving working from an agreed workplace location in the borough at least 2 days a week (subject to change). We are committed to diversity, equality, and inclusion. We welcome applications from all qualified individuals, regardless of race, gender, disability, sexual orientation, religion, or age.

• 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.
• Educated to Degree level or…