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Functional Support Analyst

  • Salary: Negotiable
  • Job type: Permanent
  • Location: Middlesbrough, North Yorkshire
  • Sector: IT Audit
  • Date posted: 01/10/2018
  • Job reference: J382003A

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The HR and Payroll Functional Support Team within ISS provide expert functional support for all the application components of the Oracle E-Business Suite. This position is for an experienced hands-on HR/Payroll Functional Analyst.

The role provides:

  • system support, investigation and technical resolution of Incidents and Problems
  • development of system changes and enhancements in liaison with internal and external clients
  • implementation of solutions into Production systems, via change management and system release processes
  • documentation, testing and handover of solutions to appropriate teams within ISS and Service Delivery
  • functional support and guidance for HR and Payroll Service Delivery, particularly in terms of client policy and legislative (eg Pensions and Tax Year End) system changes.

Systems include:

  • Oracle E-Business Suite (HR, Payroll, Recruitment, Learning Management, CRM, Finance, Procurement, Projects and Grants)
  • Oracle Business Intelligence Enterprise Edition

Supporting all controlled system instances (ie Production, UAT, Training and other relevant instances). Jointly responsible with all other support team members for data security and integrity and be pro-active in identifying opportunities to maximise benefits from applications.


Incident Management

  • investigation of system issues to determine type of problem and appropriate resolution
  • liaison with other ISS Teams (DBAs, Technical, Testing, Finance & Procurement) where appropriate, to resolve system problems
  • implementation of fixes, adhering to change processes
  • maintenance of incident management system, tracking incident progress.

Change Management

  • provide expert advice on system functionality to key stakeholders (e.g. Clients, Service Delivery and Training Team)
  • provide functional and technical analysis/specifications for system changes and enhancements
  • development, configuration and deployment of changes, following change processes and release schedules
  • handover change to key stakeholders.

Service Management:

  • take responsibility for understanding KPI's and Service Levels and focus effort on exceeding them
  • use personal judgement and initiative to develop effective and constructive solutions to challenges and obstacles
  • build excellent relationships with all stakeholders and ensure that the services delivered meet their business needs.

Shortlisting Criteria


  • a thorough understanding of functional support and configuration of Oracle E-Business Suite R12, covering the following payroll areas:
    • end-to end payroll processing
    • payroll elements and deductions
    • absence calculations (Statutory, Legislative and Occupational)
    • fast formulae
    • RTI and Pension interfaces
    • Tax Year End processing and legislative requirements
  • an understanding of the following functionality:
    • absence management
    • PTO accruals
    • SQL
  • ability to handle the working in a project environment and in line with service standards
  • ability to work in a structured manner and in line with operating standards such as those associated with configuration management
  • good listener and communicator
  • strong analytical skills for incident solving, problem solving, impact an analysis etc.
  • ability to work as part of a multi skilled team
  • pro-active and ability to work without detailed supervision
  • ability to multi-task and to prioritise effectively
  • an aptitude for knowing when issues need escalating
  • capability to develop new skills quickly
  • ability to change and have a flexible approach to supporting multiple application functions.


  • an understanding of functionality for some of the following:
    • people management
    • Employee and Manager Self-Service
    • work structures
    • learning management
    • iRecruitment
    • performance management
    • CRM
    • OBIEE
  • skills in Agile, PRINCE 2, ITIL, ISO 9001 or other similar methodologies/standards
  • a creative and innovative approach, offering ideas for improving services and operations.
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