Technical Consultant
4 weeks ago
Short description:
The Position is for a Support Analyst with a technical background in Oracle Fusion Suite of SCM and ERP products, mainly Order to Cash Technical, responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
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.
Position Overview:
The Position is for a Support Analyst with a technical background in Oracle Fusion Suite of SCM products, mainly Order to Cash Technical, responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.
Proficiency in SQL. Good knowledge expected in at least one of the following Fusion technologies :, FBDI, Reporting Tools - Fusion BIP/OTBI/FRS
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. 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 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
Must Have Skills
Experience in Implementation, support, or upgrade of SaaS SCM suite of products with at least 1 implementation experience on SaaS SCM Products Inventory Management, Order Management, Procurement, Logistics, Manufacturing, Supply Chain Planning, Maintenance, BI Publisher and knowledge on Oracle Integration Cloud.
Experience in Release 12.x SCM modules is an added advantage
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 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
Conduct training and knowledge sharing sessions
Nice to Have Skills
6 to 9 years of experience in Implementation, support or upgrade of Oracle SaaS SCM Suite.
Hands-on Configuration experience on at least three or more tools: SQL & PLSQL, HDL, Extract, BI Publisher, OTBI, Conversion, Security, Approvals, Integrations, CS/Webservices
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
Personal Attributes:
Self driven and result oriented
Strong problem solving/analytical skills
Strong customer support and relation skills
Effective communication (verbal and written)
Focus on relationships (internal and external)
Strong willingness to learn new things and share them with others
Influencing/negotiating
Team player
Customer focused
Confident and decisive
Values Expertise (maintaining professional expertise in own discipline)
Enthusiasm
Flexibility
Organizational skills
Values and enjoys coaching/knowledge transfer ability
Values and enjoys teaching technical courses.
Note:
Working in Shifts is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.
The position is based out of Bangalore, Hyderabad, Noida.
Others
Exhibit effective analytical skills & organizational skills.
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.
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