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Job Summary: The professional will be responsible for system support, managing tickets, resolving incidents in Oracle Forms and PL/SQL, and maintaining continuity of IT services. Key Highlights: 1. System support focused on Oracle Forms and PL/SQL 2. Analysis and handling of critical tickets and incidents 3. Maintaining continuity of IT services Description: * Solid expertise in Oracle Forms and Reports; * Solid expertise in PL/SQL; * Foundational knowledge of Agile methodologies and ITIL practices; * Experience understanding business processes. Preferred Qualifications: * Experience with fiscal and logistics systems on Oracle DB would be advantageous. System support activities, including but not limited to the following: * Monitor and manage critical tickets opened by users via Help Desk. * Keep tickets updated according to the agreed SLA; update with the responsible person who will assess the issue and document all actions taken—including contacts made, root cause identified, solution applied—ensuring full transparency until ticket closure; redirect to other teams if necessary; * After resolving critical incidents, analyze and handle remaining tickets in the queue; * Contact users to understand reported issues using Scania’s communication tools; * Critically analyze system data and rules to identify incidents (errors/bugs/failures) or potential user queries; * For questions regarding business rules, guide users to contact the respective business area; for other questions about application functionality, provide appropriate guidance; * Resolve system errors/bugs in Oracle Forms and database routines; * Carefully implement incident solutions in production, following Scania’s established procedures, and contact users to confirm resolution; * Open tickets in the vendor portal and track their resolution together with Scania’s fiscal messaging provider; * Use the invoice issuance monitoring portal to proactively analyze possible errors before users open tickets; * Understand the system and its interfaces with other systems; grasp the underlying processes to enable rapid problem resolution, minimizing impact on billing and logistics operations—and thus on overall operations; * Maintain continuity of IT services (ensuring fully operational solutions), preventing disruptions to production-related business areas; * Monitor COM / SCHEDULER routines (Scania tools), manage them accordingly, and restart as needed; * Keep the knowledge base updated with incidents, requests, and processes to optimize support response time. 251225020249627046
