£50,000 – £60,000MidFull Time
We are seeking an Oracle Customer Cloud Service Analyst to join our team and provide expert support for CCS applications. This role ensures the stability, performance and availability of our cloud-based customer service solutions, while delivering exceptional service to internal and external stakeholders.
About Us
Affinity Water is the UKs largest water-only supplier, providing sustainable, high-quality water to 3.85million customers across the Southeast of England. We are on a mission to redefine the way water companies connect with their customers and communities, and to make better use of water and safeguard the local environment now and in the future.
Key Responsibilities
Application Maintenance & Support
Provide Level 1 & 2 support for Oracle CCS applications and related systems.
Troubleshoot and resolve application issues, including root cause analysis.
Monitor system performance and proactively resolve issues and address potential problems.
Deliver training and ongoing support to team members.
Incident & Problem Management
Triage and resolve software support and data processing issues.
Manage incidents, service requests and problem resolution using ITSM tools.
Perform root cause analysis and implement preventive measures.
Collaborate with Oracle support and internal teams for escalations.
Change & Release Management
Support deployment of patches, updates, and new releases.
Ensure compliance with ITIL processes and organisational standards and with ITSM controls for all production changes.
Process Improvement
Drive automation and process optimisation for application support.
Maintain documentation, Standard Operating Procedures (SOPs), troubleshooting guides and knowledge base articles.
Stakeholder Collaboration
Act as a liaison between technical teams and business stakeholders.
Provide exemplary customer service and manage client relationships.
Required Skills & Qualifications
Technical Skills
Thorough understanding of Oracle Customer Cloud Service architecture.
Exposure to SQL, Oracle Database and cloud technologies.
Familiarity with APIs, web services and integration tools.
Understanding of ITIL processes (Incident, Problem, Change Management).
Soft Skills
Excellent communication and interpersonal skills.
Strong problem-solving and analytical abilities.
Ability to work under pressure and manage multiple priorities.
Education & Experience
Preferably educated to degree level in Computer Science, Information Technology or related field.
Experience in application support for Oracle cloud solutions.
Preferred Certifications
Oracle Certified Professional (OCP) / Oracle CX Cloud Certification
ITIL Foundation Certification
Personal Attributes:
A strategic thinker with excellent analytical and problem-solving skills.
Strong communicator able to convey complex information clearly to both technical and non-technical audiences.
Detail-oriented with a proactive approach to ownership, collaboration, and continuous improvement.
Capable of managing multiple priorities and delivering high-quality work on time.
Benefits
Salary £50,000 - 60,000 per annum dependant on experience
Hybrid role, with the expectations of a minimum two days a week in the office in Hatfield
A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
Access to our Wellbeing Centre with support for looking after your physical and mental health.
Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
Up to 4 Affinity days a year to volunteer in the community.
Life Assurance.
Disability Confident
If you need any reasonable adjustments and would like to apply in a different format, please do let us know.
Interview Process
1st Stage interview – Teams
2nd Stage interview – Head Office
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.
At Affinity Water, you’ll work in a collaborative environment where your expertise and input are genuinely valued. This role offers the opportunity to influence core systems that directly impact customer satisfaction and operational success.
You’ll benefit from flexible working, professional development, and the satisfaction of knowing your work supports the reliable delivery of a vital public service.
