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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.

Career Level - IC3

Responsibilities

Customer Success Services-Oracle SAAS/HCM/Cloud Analyst - Lead

Position Overview:

• The Position is for a Technical Support Analyst with functional background in Fusion HCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, fix, and resolution of complicated and critical cases.

• The main role of a Support Analyst is to solve and resolve highly complex techno-functional problems.

• The focus of this position is to provide Customer Service on a technical and functional level and to ultimately drive complete and total resolution of each service incident.

• The key skills put to use every day are - high-level techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. It is an opportunity to work with Cloud and On-Premise customers. This work includes:

• Work directly with Customers for

• Advising on complex use of Oracle products

• Resolving highly complex and important issues

• Manage highly complex and critical customer issues

• Serve as Situation Manager on highly sensitive issues

• Consult with Management in directing resolution of critical customer situations

• Knowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessions

• Formal mentoring for promoting the technical and professional development of others

• Creation/review of Knowledge Articles

Qualifications:

• Must Have Skills

• 6-10 years of experience in Implementation, support, or upgrade of SaaS HCM suite of products with at least 1 implementation experience on SaaS HCM Products – Core HR, Absence, Benefits, Extracts, HDL Loader, Workflow, BI Publisher and knowledge on Oracle Integration Cloud.

• 6 to 10 years of experience in Implementation, support or upgrade of Oracle SaaS HCM Suite.

• Hands-on Configuration experience on at least three or more tools–

• HCM Extracts

• HCM Data Loader (HDL)

• Payroll Batch Loader (PBL)

• Workflow

• BI Publisher

• Fast Formula

• Personalization

• PL/SQL

• Should have good knowledge on Fusion Cloud architecture, setup manager and activities.

• Knowledge of FBDI and OTBI reports development

• Knowledge of external data integration services to load data into Oracle Fusion Applications from external sources, such as legacy systems and third-party applications or EPM Suite of applications.

• Should have knowledge of localizations

• Knowledge of Security setup would be an added advantage.

• Experience in one of the following areas is seen as an advantage:

• XML

• Java, J2EE and Oracle ADF

• SOA and Web Services

• Nice to Have Skills

• Experience in Release 12.1.3.x / 12.2.x Oracle Core HR, Absence, Benefits, and Payroll

• Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or have equivalent knowledge.

• Ability to relate the product functionality to business processes, and thus offer implementation advice to customers on how to meet their various business scenarios

• Should have the ability to read and decipher software Log and Trace files, as well as the ability to act upon the finding to determine a problem resolution.

• Work with users to solve and resolve issues, answers business questions provides data analysis

• Should be able to understand the business process flow and perform functional testing as per the business requirement with appropriate test scripts

• Conduct training and knowledge sharing sessions

• Others

• Exhibit effective analytical skills & organizational skills

• Good command over spoken & written English

• Interact directly with customers, follows through on all assignments and takes ownership of customer issues

• Seeks innovative ways to improve the process of delivering solutions to customers

• Strong written and verbal English communication skills; multi-lingual a plus

• Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers every day.

• Should have demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business & Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.

• Must have very good communication skills, Must be a teammate, willing to learn new technologies and work in rotational shifts. Should be a Strong Techno Functional Lead, able to manage a large team and support SLAs for the EBS and Cloud/SaaS customers.

  Education & Experience:

Academics:

• B.S (Computer Science)/BE or equivalent preferred.

• Other qualifications with adequate experience may be considered.Diversity and Inclusion:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that encourages thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits crafted on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to build the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. To perform crucial job functions.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

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.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

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.

* Which includes being a United States Affirmative Action Employer