2025-0200 Oracle App. Functional SME for Financials (NS) BELGIUM - 19 Aug

Introduction:

The NCI Agency (hereafter referred to as the "Purchaser") is seeking ongoing functional support for the NBAC Business Area for the FINS Service, focused on ensuring continued L2 and L3 support for existing applications while also offering expert guidance and consultation on continuous improvement changes and ongoing projects when required. It is envisioned that for this support, one resource having the skills and experience of an L3 Support Engineer (For Oracle EBS Applications) is needed.

Objectives:

• The Fins Application Service is an integrated service which provides support for oracle E-Business Suite based software for different business processes such as finance, acquisition and travel process across NATO (ACO, ACT IMS).
• This Statement of Work aims to enhance the support model for Fins Application Service, focusing on maintaining existing applications while providing support for Continuous improvement initiatives.

Scope of Work:
Under the overall direction of the Service Area Owner and Service Delivery Manager, the following activities will be supported:

• Functional support services for Oracle E-Business Suite and related applications (e.g. GL Wands, Apro) both for projects and in-service support. These services are further detailed in the points below.
• Support in logging and tracking support incidents using the helpdesk ticketing system. Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
• Providing 2nd and 3 rd line support to the assigned business applications, by responding to service requests, investigating and resolving incidents and problems, communicating solutions or advice to customers and users on changes and improvements based on best business practices.
• Support in contributing to the gathering, analysis, setup, design and documentation of new requirements and change requests.
• Support in developing and reviewing documentation such as requirements, definitions, functional and technical design documents, system specifications or other deliverables.
• Support in providing time estimates for the development and implementation of new requirements.
• Support in ensuring full lifecycle tests of requests for change before they are presented to the user for user acceptance testing.
• Active support and contribution to relevant projects or service operation across Service Lines where integration is required.
• Participating/attending job-related conferences and trainings in order to keep the knowledge and expertise up-to-date.
• Support in escalating complex issues to vendor support or appropriate teams when necessary. Follow up on escalated issues to ensure timely resolution and user satisfaction.
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions. Share knowledge and best practices with team members to improve overall service quality.
• Provide users with guidance and training on best practices for using Oracle EBS Applications. Promote self-service tools and resources to empower users and reduce support requests.
• Communicate effectively with users to understand their issues and provide clear instructions. Collaborate with IT teams to resolve issues and improve service delivery.
• Providing briefings and presentations.

We envision the above activities to be delivered by one Support Engineer (L3 Support) that will be part of a team providing Functional Level 3 support to FinS for NBAC.
The Contractor will provide services related to the activities above, using an agile and iterative approach using multiple sprints, with each sprint planned for a duration of 5 days.
 
Practical Arrangements:
Place of Performance
The contractor will be required to provide services 100% on-site at Braine l'Alleud, Belgium.
 
Hours of Operation Service
The Service will be provided during normal office hours following the Braine l'Alleud calendar (Mo.-Th. 08:30h-17:30h; Fr. 8:30h-15:30h). Due to the nature of the service, this will be as well outside office hours and on weekends, if necessary and agreed.
Limited part of the sprint activities may be requested to be executed outside business hours. This for patching windows (approximately once a month) during weekdays and up to 4 weekend interventions per year. For these occasions sprint price remains unchanged as the effort should be included in the print scope.
NCI Agency in Braine l'Alleud official holiday schedule applies and will be provided to the contractor.
 
Travel
There may be requirements to travel to other sites within NATO for completing these tasks for periods not exceeding 2 weeks.
Travel will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider, in accordance with the terms and conditions of the framework agreement.
These additional travel costs are considered an extra charge to the overall bid price.
 
Contractor Furnished Services
Contractor shall furnish everything required to perform the contract except for the items specified and covered under NCIA Furnished Property and Services below.
 
NCIA Furnished Property and Services
Access to relevant networks and environments will be provided by NCIA
Work is to be performed on the NCI Agency network(s) and appropriate hardware and connectivity will be provided by the NCI Agency, for the duration of this contract, and is to be returned upon completion of the contract.
 
Other
The Service depicted in this SOW is expected to be carried by a SINGLE RESOURCE.
 
Requirements:
Security:

• With this role being of technical nature providing administrative support and dealing with NATO ERP data, a security clearance at the NATO Secret level is required prior to the start of the engagement.

Qualification:
The consultancy support for this work requires an experienced Support Engineer (L3 Support) with the following qualifications:

• A minimum of 10 years recent practical experience as an Oracle E-Business Suite functional Subject Matter Expert, demonstrating a 24 months sustained period of performance on the previous 2 most recent assignments.
• Detailed knowledge of and experience with all Oracle E-Business Suite Release 12.2.X Financials and Purchasing applications,

including but not limited to:

• Excellent understanding of General Ledger, Accounts Payable, Accounts Receivable, Cash Management and Sub-Ledger Accounting;
• Strong understanding, E-Business Tax, Purchasing, and Fixed Assets business flows and setups plus their implications at General Ledger level;
• Excellent understanding of budget accounting (summary account, budgetary control configuration), encumbrance accounting, accrual accounting and experience of Public Sector accounting processes.
• Ability to perform a range of Financials associated duties (reconciliation, consolidation, revaluation);
• Understanding month-end and year-end processes of predefined sub-ledgers and General Ledger;
• Understanding all aspects of Finance related reporting, including but not limited to identification of appropriate standard reports and the development of any additional reports required;
• Thorough understanding of bank reconciliation process and use of electronic banking payment formats;
• Knowledge of and experience with all different finance approval workflows (Accounts Payable, Purchasing, General Ledger);
• Detailed knowledge and experience with travel claim related processes and tools
• Strong analytical, problem-solving, and organizational skills
• Experience providing L2/L3 support
• Basic SQL and SQL* knowledge
• Familiarity with configuration management/versioning procedures and tools
• Understanding of ITIL 4 and hands-on experience with BMC Remedy ITSM
• The ability to document processes and provide training on tools and best practices
• A team player attitude and be a good communicator.
• Support services under this SOW is critical for maintaining efficient IT support operations, ensuring users receive timely and effective assistance.
• The proposed resource to deliver these services should be a motivated engineer with strong problem-solving skills, full proficiency in English, and a passion for customer service.