Oracle Cloud CRM Applications Support Specialist at Equity Bank Kenya

• The ideal candidate will provide application support for Oracle Cloud SaaS products such as Oracle Fusion CX Sales Cloud and Oracle B2C Service Cloud, ensuring system stability, user satisfaction, and issue resolution across the business. This role requires strong problem-solving skills, hands-on experience with Oracle Cloud applications, and the ability to communicate effectively with both technical and non-technical users. 

Job Responsibilities/ Accountabilities: 

• Act as the primary point of contact for user issues related to Oracle Cloud SaaS applications.
• Troubleshoot and resolve application issues, bugs, and integration errors in a timely manner.
• Work with Oracle Support (SRs) for bug fixes, enhancements, and service requests.
• Perform user access management and role provisioning in line with security policies.
• Assist in monthly/quarterly patch testing and release management activities.
• Support ongoing configuration updates, reporting/dashboard needs, and minor enhancements.
• Monitor interface/integration logs and resolve failures with internal or external teams.
• Document resolution steps, create user guides, and maintain knowledge base articles.
• Conduct user training and onboarding sessions as needed.
• Collaborate with business process owners to understand requirements and ensure system alignment.
• Ensure compliance with internal controls, data security, and audit standards. 

Qualifications

Qualifications / certifications 

• Educational Background – A degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Technical Skills – Proficiency in programming (PHP, JavaScript, Java, SQL).
• Oracle Certifications - Knowledge of Oracle Cloud or other cloud technologies and Saas platforms is an added advantage.
• Knowledge of AI – Knowledge of Generative AI and Machine Learning is an added advantage.
• Data and Analytics understanding is an added advantage.
• Technical Business Analysis – Certifications like CBPA, Lean Six Sigma and knowledge of business requirements gathering, validation and documentation is an added advantage.
• Project Management Training – Certifications like PMP or Agile methodologies is an added advantage.
• ITIL Certification – Knowledge of IT Service Management (ITSM) frameworks, such as ITIL is added advantage.
• Security & Compliance Knowledge – Understanding of cybersecurity best practices and regulatory compliance is added advantage.
• Problem-Solving & Analytical Skills – Ability to diagnose and resolve complex technical issues efficiently.
• Communication & Collaboration – Strong interpersonal skills to work with cross-functional teams, vendors, and end-users. 

Experience 

• Industry Experience – Prior experience in application support, particularly in financial services, banking, or insurance.
• 3 years minimum –in financial services, banking, or insurance.
• Strong understanding of Oracle Fusion modules such as CX: Sales Cloud, Service Cloud and Marketing Cloud.
• Experience with Oracle support tools (MOS, SR management).
• Familiarity with configuration options, security roles, and approval workflows.
• Ability to write and troubleshoot OTBI/BIP reports and SQL queries.
• Exposure to PaaS extensions, REST/SOAP APIs, or integration tools (OIC, Dell Boomi, etc.) is a plus.