Job Description
Position Overview:
The Position is for a Techno-Functional Support Expert in Oracle Fusion Suite of SCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
The main role of a Support Analyst is to troubleshoot 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 on a daily basis are - high-level techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. This work includes:
Work directly with Customers for
Advising on complex use of Oracle products
Resolving highly complex and mission-critical 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
Career Level - IC4
Responsibilities
Qualifications and Skills
8+ years of experience in Implementation, support, or upgrade of SaaS SCM suite of products with at least 1 implementation experience on Oracle Fusion SCM Products -Order Management, Inventory Management, PDH, Procurement, Costing, Logistics, Manufacturing, Sourcing, Demand/Supply Chain Planning, Supplier Portal, SQM and knowledge on Oracle Integration Cloud.
Real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 evel 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 troubleshoot 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
Technically Strong with Expert Skills in SQL, PLSQL, OTBI/ BIP/FRS reports, FBDI, ADFDI, BPM workflows, ADF Faces, Bl Extract for FTP, Payment Integration and Personalization.
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 on a daily basis.
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 team player, 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.
Expectations:
Candidate should be open to work EST Time zone
The candidate should be ready to travel to customer locations on need basis
Education & Experience:
B.S (Computer Science) or equivalent preferred.
Other qualifications with adequate experience may be considered.
#LI-Remote
#LI-RR2
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 $37.98 to $76.06 per hour; from $79,000 to $158,200 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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