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WSP USA Oracle CoE Incident & Change Management Lead in Morristown, New Jersey

Oracle CoE Incident & Change Management Lead

Req ID 11335

Oracle CoE Incident & Change Management Lead

Who We Are

At WSP, we are driven by inspiring future-ready pioneers to innovate. We’re looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

This Opportunity

WSP is currently initiating a search for a Oracle CoE Incident and Change Management lead for the WSP Global Oracle Center of Excellence.

The Incident & Change Management lead will be responsible of the operational support processes for WSP Global Oracle Center of Excellence. In this role, you will be working closely with the wider Oracle CoE team, the outsourced service provider as well as Global IT team to ensure the support processes are implemented, operationalized and improved for optimal service delivery and end-user support.

WSP is recruiting this role in the context of the 1st deployment of the new global Oracle Cloud ERP solution deployment. It is a great opportunity to shape the operational support services for this new global business service in the areas of Sales, Project, Procurement, Finance and Human Capital Management.

The following locations will be considered: Los Angeles, CA; Dallas, TX; Atlanta, GA; Morristown, NJ or New York, NY. This position can also be based in any major WSP USA office location or remote.

Your Impact

  • Ensure definition, documentation and implementation of support processes (incident, request, change, etc) for the Oracle CoE.

  • Ensure prioritization of incidents and requests, according to their urgency and business importance.

  • Coordinate major incident process, from initial identification to closure and Root Cause Analysis (RCA), as well as implementation of corrective actions - Primary escalation point of contact for operations.

  • Ensure workloads assignment are done as per agreed processes and prioritization.

  • Drive day-to-day process, services and performance improvement for the operations.

  • Ensures effective communication and coordination of problem-solving efforts between support teams, service personnel and customers.

  • Ensure problem resolutions are implemented through the appropriate control procedures.

  • Manage incident management bridge calls with support teams, development teams, on-call support application teams and management.

  • Coordinate the Change Management Process with all relevant parties.

  • Align CoE processes to Global IT standard processes.

  • Ensure services performance reviews: key metrics, SLA and quality review.

  • Identify and implement continuous process improvements for area of accountability.

  • Possess excellent communication skills (written and verbal) with executive presence.

  • Evaluate incidents and requests for trends and resolutions providing high level analysis and recommendations.

  • Identify continuous improvement opportunities and improve internal efficiency through process optimization and tools.

Who You Are

Required Qualifications

  • Bachelor's degree in information technology/computer science, engineering, or a related field, or equivalent experience.

  • 10 years of experience in Information Technology, in a global enterprise.

  • 5 years of experience working in IT Service Management for global applications.

  • Significant experience in working with outsourced services/providers.

  • Strong knowledge of IT service management processes including ITIL and COBIT - ITIL Certification is an asset.

  • High degree of flexibility – ability to work in fast paced environment.

  • Willing to work outside of business hours when needed.

  • Ability to work in complex environment.

  • ERP Experience is a plus.

Compensation and Benefits:

WSP provides a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on a providing health and financial stability throughout the employee’s career.

Expected Salary: $120,000 - $160,000

WSP USA is providing the compensation range and general description of other compensation and benefits that the company in good faith believes it might pay and/or offer for this position based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.


Additional Requirements

  • To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Additional Details

  • Travel Required: 25%

  • Job Status: Regular

  • Employee Type: Full

  • Primary Location: NEW YORK - PENN PLAZA

  • All locations: US-CA-Los Angeles, US-GA-Atlanta, US-NJ-Morris Township, US-NY-New York, US-TX-Dallas

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

WSP provides a flexible, agile and hybrid workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.