About the Company

CARE Philippines is a leading humanitarian and development organization dedicated to fighting poverty and social injustice, with a strong focus on empowering women. As part of the global CARE network, we work alongside communities, partners, and donors to deliver sustainable programs in emergency response, education, health, livelihoods, and climate resilience. We are committed to fostering a world of hope, tolerance, and social justice where poverty has been overcome and people live in dignity and security.

About the Role

We are seeking a service-oriented and technically proficient Application Support Analyst (L1) to serve as the primary point of contact for our global user base. This role is the face of our IT support operations, responsible for providing immediate functional and technical assistance for Oracle Fusion applications.

The L1 Analyst plays a critical role in the support lifecycle—resolving routine issues independently, managing user access, and ensuring that complex incidents are accurately documented and escalated to Tier 2 experts. The ideal candidate will combine technical curiosity with a commitment to exceptional customer service.

Frontline Functional & Technical Support

• Serve as the initial point of contact for end-users, performing initial diagnosis, issue validation, and resolution of basic Oracle Fusion problems.
• Manage user access requests, including account creation, role assignments, and permission updates, ensuring strict adherence to security and compliance protocols.
• Perform routine configurations, system tasks, and basic setup corrections to maintain operational continuity.
• Log, track, and update all incidents within the ticketing system, ensuring high data integrity and comprehensive documentation.
• Identify complex issues requiring Tier 2 intervention and ensure a seamless hand-off with detailed impact analysis.
• Monitor open tickets and follow up with both users and technical teams to ensure resolutions meet established Service Level Agreements (SLAs).

Knowledge Management & Operational Excellence

• Contribute to the development of knowledge base articles, FAQs, and user guides to promote end-user self-service.
• Participate in routine system checks and report anomalies to maintain system performance.
• Identify and report recurring ticket trends to help senior teams optimize the user experience.

Additional Support

• Perform other operational system support duties and assignments as required by business needs.

Qualifications

• Bachelor’s degree in Information Technology, Accounting, or a related field.
• 3–5 years of experience in an enterprise help-desk or support environment, diagnosing and resolving functional/technical system issues.
• 3–5 years of experience supporting ERP systems (Oracle, SAP, or similar) or relevant enterprise applications.
• Proven track record of interacting with customers via phone, email, and face-to-face to resolve technical challenges.
• Hands-on experience with IT ticket management systems (e.g., ServiceNow, Jira, or Zendesk).
• Strong neutral English verbal and written skills, with the ability to communicate technical concepts to non-technical users.
• 1–3 years of experience specifically supporting Oracle Fusion (Financials or SCM).
• Strong analytical skills with a focus on root-cause identification.
• Basic understanding of ITIL frameworks or help-desk best practices.

Benefits:

• Additional leave
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee
• Work from home

Work Location: Hybrid remote in Ortigas