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Job Description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Key Objective

1. Working within global SaaS & Apps delivery team in Greater China to deliver proactive and reactive Hyperion functional support to customers, both onsite or from office

2. Developing sets of standard deliverables to customers in managing and maintaining environments based on both on-premise and cloud based EPM

3. Assisting customers to maximize the stability, availability and performance of their critical business systems.

RELEVANT EXPERIENCE and TRAINING:

• Proven 6+ years experience of both on-premise and cloud based EPM is essential. Experience in Hyperion HFM, Planning , Essbase, Financial Reporting, FDM, FCCS, PBCS will be an advantage.

• Able to directly communicate with finance / business users in financial terms, and transform the requirements in Oracle EPM solutions

• Experience in Hyperion upgrade / implementation experience, and having experience in user requirements, design and development.

• Experience in data design, Rules development, applications implementation, production System Support, tuning and trouble-shooting

• Hands-on experience of any of the followings is a plus: VBA, SQL, SmartView, Calc Script

• Finance / Accounting / Information System / Computer Science degree or related discipline with at least 5 years of related experience

• Self-motivated, able to work independently and under pressure

• Good Communication Skill and Fluent English, Mandarin speaking preferred

PERSONAL SPECIFICATION:

1. Proven success of working on own initiative and managing client/end users expectations

2. Strong troubleshooting skill

3. Excellent problem solving and analytical skills

4. Ability to work under pressure in escalated situations

5. Independent working capability

6. Excellent written and verbal communication skills

7. Self motivated and resourceful

8. Team work essential

9. Ability to work as a team player as well as on own initiative

10. Good presentation skills

11. Willingness to travel in GC as requested

12. Oracle Certified Professional qualification an advantage.

13. Cantonese speaking is definitely an advantage

Career Level - IC4

Responsibilities

As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

RESPONSIBILITIES:

• Develop and deliver proactive consulting services for customers including design reviews, defining architectural alternatives, operational audits, availability studies, risk assessment and product release planning

• Participate Hyperion upgrade/implementation project, and working with customer throughout the entire project life cycle.

• Managing customer situations where complex problem diagnoses, analysis and resolution require special situation management

• Ensure readiness for new product/feature introduction

• Deliver solutions to customers, debug for customers, and ensure product quality

• Depending on experience level, may address complex and critical customer issues requiring high level of technical expertise and business acumen

• Provide pager/dial-in/on-site support to customer mission critical systems, to ensure customer systems/business stability and availability

• Forming effective professional relationships with Oracle Technical Account Managers, Oracle Product Support and customer, at all levels, to ensure customer satisfaction with Oracle's products and support organization

About Us

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When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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