Job Description
Building off our Cloud momentum, Oracle has formed a new organization - Oracle Health Applications & Infrastructure. This team focuses on product development and product strategy for Oracle Health, while building out a complete platform supporting modernized, automated healthcare. This is a net new line of business, constructed with an entrepreneurial spirit that promotes an energetic and creative environment. We are unencumbered and will need your contribution to make it a world class engineering center with the focus on excellence. At Oracle Health, our mission is to improve healthcare and quality of life globally through better experience and easier access to health and research data for patients and healthcare providers.
Troubleshooting technical client issues involving platforms, databases, applications, tools, networks, etc. Tasked with possessing an in depth understanding of how the product interacts with other systems, platforms, and products and to use this knowledge to push issues to resolution. This work includes identifying issues with end user workflows, collaborating with other platforms and product support and operations teams, and escalating and collaborating with service team resources on next steps. The resource is also expected to be client-facing and be able to communicate with both internal and external stakeholders to relay progress and next steps.
Minimum Qualifications:
U.S. Citizenship on U.S. soil is required. This position requires you to be eligible to receive a federal security clearance which requires you to be a U.S. Citizen.
Bachelor of Science degree in Computer Science, Computer Engineering, Software Engineering, Computer Information Systems, Information Systems, Information Technology or related field, or equivalent, relevant work experience
Troubleshooting in a technical support environment
Experience with SQL and Linux
Career Level - IC2
Responsibilities
Support of products, platforms, databases, applications, tools, networks, etc.
Create/execute troubleshooting queries, scripting, or utilize tooling to help identify issues and issue impact.
Gather and analyze log files to identify potential failure source through the use of various troubleshooting tools such as Splunk, Blackbird, BMC Appsight, etc.
Understand integration points with related Products and where failure points could appear.
Identify and communicate workarounds when necessary for client requirements.
When applicable, escalating and collaborating with Service Team resources to investigate potential next steps
Provide technical information to Service Team with recreation and causal details
Collaborating on potential paths for correction to Service Teams taking into account client needs, custom workflows, potential custom scripts for a unique client, etc.
Participate in Service Team regularly scheduled meetings to help prioritize current issues based on impact/work effort
Prioritize tickets in queue based on high impact clients, including High Touch, Focus Client, Upgrade Issues, Testing Partner, and Federal
Participate or lead regularly scheduled scrums or collaboration meetings with others supporting the same products or platforms
Directly communicate regular updates to both internal and external stakeholders
Assist with Contact Driver ideation and reduction. Engineers are responsible for identifying path to eliminate problematic/repeat volume.
Engage in Major Incident Review to identify paths to reduce and eliminate high impact issues.
Participate in and drive CAPA discussions to further identify paths to eliminate high impact issues
Collaborates with operations/OHH teams that are operating the product, platform, etc. Takes place in operations meetings as a stakeholder
Assist with new Products/new code being turned over to Support from Service Teams via OHRM to ensure proper details and documentation are provided to assist with future issue investigations
Provide 24x7 On Call Support for all Products for critical incidents
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $20.19 to $54.13 per hour; from $42,000 to $112,600 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
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
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