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BURGEON IT SERVICES

Oracle Retail MFCS Application Support Lead

Toronto, ON, Canada
Greater Toronto Area, Canada, Canada

Job type: Contract
Apply by: Oct 24, 2026
Posting language: English
Posted: Sep 24, 2026

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Original job description

Role: Oracle Retail MFCS Application Support Lead

Location: Canada _ Hybrid

Duration: Long Term

Role Overview

We are looking for an experienced Oracle Retail MFCS (Merchandising Foundation Cloud Service) Application Support Lead to manage onsite application support, service delivery, stakeholder coordination, and operational excellence. The role will act as the primary liaison between business stakeholders, IT teams, offshore AMS teams, and MFCS/Sales Audit support teams.

Key Responsibilities

Act as the primary onsite liaison between business stakeholders, IT teams, offshore AMS teams, and MFCS/Sales Audit support teams for incidents, enhancements, and service requests.
Lead application support and service delivery for Oracle Retail MFCS modules, ensuring adherence to SLAs, incident resolution timelines, and overall system availability.
Facilitate business requirement gathering and solution discussions, translating functional requirements into actionable tasks for offshore support and development teams.
Drive Incident, Problem, and Change Management processes, including root cause analysis (RCA), risk assessment, corrective actions, and implementation of preventive measures.
Coordinate release planning, testing, and production deployments, ensuring minimal business disruption and compliance with established change management standards.
Monitor application performance and operational KPIs, proactively identifying system issues, recurring incidents, process gaps, and optimization opportunities.
Coordinate with cross-functional teams to troubleshoot and resolve issues across MFCS integrations, interfaces, batch processes, and business workflows.
Support continuous improvement initiatives by identifying opportunities for process optimization, automation, and operational efficiency.
Ensure effective communication of application issues, risks, planned changes, and resolution status to business and IT stakeholders.
Maintain appropriate documentation for support processes, known issues, RCA reports, operational procedures, and application changes.

Key Skills & Experience

Strong experience in Oracle Retail MFCS application support and/or implementation.
Good functional understanding of Oracle Retail Merchandising and Sales Audit processes.
Experience working with onsite/offshore support models and AMS teams.
Strong knowledge of Incident, Problem, Change, and Release Management processes.
Experience in business requirement gathering, functional analysis, and stakeholder management.
Strong understanding of retail business processes and MFCS integrations/workflows.
Experience in production support, issue troubleshooting, RCA, and SLA management.
Good understanding of testing, release management, deployment, and change-control processes.
Strong communication, coordination, and analytical skills.
Ability to work effectively with business users, technical teams, vendors, and offshore teams.

Key Competencies

Oracle Retail MFCS
Sales Audit
Application Support & AMS
Incident & Problem Management
Change & Release Management
Root Cause Analysis (RCA)
Stakeholder Management
Business Requirement Gathering
Production Support
SLA & KPI Management
Integration & Interface Support
Continuous Improvement
Offshore/Onsite Team Coordination

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More about this job

Responsibilities

Lead Oracle Retail MFCS application support and service delivery, coordinating business stakeholders, IT teams, and offshore support teams while managing incidents, problems, changes, releases, and SLAs. Monitor operational performance, troubleshoot integrations and workflows, communicate risks and resolutions, maintain support documentation, and drive continuous improvement.

Requirements

Requires strong experience supporting or implementing Oracle Retail MFCS and a functional understanding of merchandising and Sales Audit processes. Candidates should have experience with production support, AMS and onsite/offshore teams, service management, requirements gathering, stakeholder coordination, troubleshooting, testing, and release processes.

Skills

Oracle Retail MFCS
Sales Audit
Application Support
Incident Management
Problem Management
Change Management
Release Management
Root Cause Analysis
Stakeholder Management
Business Requirements Gathering
Production Support
SLA Management
KPI Monitoring
Integration and Interface Support
Offshore/Onsite Team Coordination
Retail Business Processes

Visa sponsorship

Not detected in the job text

Keywords

Oracle Retail MFCS
Merchandising Foundation Cloud Service
Sales Audit
Application Support
Application Managed Services
Incident Management
Problem Management
Change Management
Release Management
Root Cause Analysis
Service-Level Agreements
Operational KPIs
Business Requirements Gathering
Functional Analysis
Stakeholder Management
Production Support
Retail Business Processes
Integrations
Interfaces
Batch Processes
Testing
Production Deployments
Change Control
Offshore Support
Continuous Improvement
Process Optimization
Automation
Risk Assessment
Corrective Actions
Service Delivery

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