Oracle Technical Consultant

2 weeks ago

uttar pradesh, India Trantor Full time
Job Description
We are looking for an experienced Order Management Support Specialist with strong technical expertise in Oracle R12 ERP modules, specifically Order Management, Service Contracts, and Supply Chain. The ideal candidate will be responsible for providing direct support to users, troubleshooting issues, and ensuring a high level of customer satisfaction. You will work closely with both end-users and developers, playing a critical role in incident management, problem resolution, and service support processes, including communicating service activities to leadership.
Responsibilities
User Support : Provide direct support to users, addressing issues related to system functionality and software.
Issue Resolution : Troubleshoot and resolve technical incidents, serving as the escalation point and collaborating with software vendors if necessary.
Customer Satisfaction : Foster a culture of customer satisfaction through proactive support and reliable troubleshooting.
Incident Management : Participate in SLA breach and major incident review processes and ensure compliance with service-level agreements.
Problem Management : Identify repeat incidents and guide problem management processes to determine corrective actions.
Technical Collaboration : Work with developers to resolve technical concerns, particularly those impacting application users.
Service Communication : Conduct weekly service review calls, reviewing ticket backlogs, SLA breaches, ageing tickets, and coordinating ITSM change board reviews for change requests and service requests.
Documentation : Develop and maintain knowledge transfer and customer-facing support documentation.
Collaboration and Best Practices : Collaborate with peers and external teams to establish and facilitate best practices.
System Monitoring : Regularly review and monitor system performance and ensure adherence to downtime procedures and departmental policies.
Must-Have Skills
Oracle R12 ERP Expertise : Minimum of 7 years of experience with Oracle R12 ERP, with an emphasis on Order Management, Service Contracts, and Supply Chain modules.
System Configuration Knowledge : Strong understanding of out-of-the-box R12 setups and configurations.
Technical Proficiency : Hands-on experience with SQL, PL/SQL, and XML Publisher.
Communication Skills : Excellent verbal and written communication skills to interact effectively with both users and leadership teams.
Customer Service Orientation : Strong sense of customer service with the ability to build user confidence and satisfaction.

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