Location
Royal Borough of Kensington and Chelsea, hybrid working with three days per week based in the Borough.

Hours
Full Time (hours not specified)

Salary
£41,739 per annum

About the Role
Empower our teams and keep vital Council services running smoothly through expert support and guidance. As an Oracle Helpdesk Agent, you will be the trusted point of contact for colleagues across the Council, providing essential HR, Finance and Procurement guidance to ensure everyday services operate seamlessly.

You will act as the first point of contact on the Oracle Helpdesk, managing queries related to HR, Finance and Procurement. Taking ownership of requests through to resolution, you will deliver high-quality customer service while meeting key performance indicators and service level agreements. Complex issues will be triaged to subject matter experts and system administrators with clear communication and documented audit trails.

Beyond daily query resolution, you will contribute to continuous improvement and system evolution by creating Knowledge Articles and FAQs, promoting Oracle Guided Learning to encourage user self-service and support 'shift-left' principles. Your role also includes participating in testing new system releases and patches, reviewing user satisfaction feedback, and recommending practical operational improvements.

As an Oracle Super User, you will provide one-to-one mentoring and guidance to build confidence in system features across all levels of the organisation, playing a key role in supporting Council services and enabling staff to perform their duties efficiently.

Experience
Experience administering an ERP system, preferably Oracle, in a fast-paced environment. Strong understanding of service request workflows and practical knowledge of Local Government business processes, regulations and frameworks.

About you
Excellent communication skills with the ability to explain complex system concepts clearly in both written and spoken form. Strong interpersonal skills to collaborate effectively across departments and improve HR and Finance processes. Proactive, well-organised, resilient under pressure and able to work with minimal supervision. Commitment to delivering quality service aligned with the Council’s core values of Respect, Integrity, Working Together and Putting Communities First.

Qualifications
Not explicitly stated, but relevant ERP or Oracle system experience and strong technical analytical skills are essential. Attention to detail and accuracy in data maintenance and calculations are required.