Functional Support Specialist
4 weeks ago
Job Overview
The role of a Functional Support Analyst involves providing technical assistance to customers, troubleshooting complex issues, and collaborating with internal teams to resolve critical problems.
Key Responsibilities
- Offer excellence in customer service support, track incidence, diagnose, replicate, fix, and resolve complicated and critical cases.
- Develop and deliver formal team training sessions to achieve knowledge transfer with teammates.
- Provide consulting services to customers on complex use of Oracle products, resolving highly complex and mission-critical issues.
- Serve as the Situation Manager on highly sensitive issues, consulting with management in directing resolution of critical customer situations.
Requirements
Must-Have Skills
- 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.
- Experience in Release / Oracle Core HR, Absence, Benefits, and Payroll.
- 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, offering implementation advice to customers on how to meet their various business scenarios.
Nice-to-Have Skills
- 6 to 12 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.
- Knowledge of Fusion Cloud architecture, setup manager, and activities.
Other Requirements
- Exhibit effective analytical skills and organizational skills.
- Good command over spoken and written English.
- Interact directly with customers, follow through on all assignments, and take ownership of customer issues.
Education & Experience
Academics
- Bachelor's degree in Computer Science or equivalent preferred.
Career Level - IC4
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