Cloud Fusion Techno Functional

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.

As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

"Position Overview:
Position is for a Techno-functional Support Professional, preferably with implementation background in Oracle Cloud Financial Applications.
Responsibilities include but are not limited to providing excellence in customer service support, diagnosis, replication, resolving Functional and Technical issues of complex and critical service requests. 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 issue reported by customer.

Job Responsibilities:
The main role of a Support engineer is to troubleshoot and resolve highly complex techno-functional problems. The key skills put to use on a daily basis are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise.

Education & Experience:
BE, BTech, MCA, CA or equivalent preferred. Other qualifications with adequate experience may be considered.

5+ years relevant working experience

#Functional/Technical Knowledge & Skills:
Must have good understanding of the following Oracle Cloud Financials version 12+ capabilities:
We are looking for a techno-functional person who has real-time hands-on functional/product and/or technical experience; and/or worked with L3 level support; and/or having equivalent knowledge.

1. Strong Financials business processes knowledge and concepts.
2. Implementation/Support experience on Cloud Functional Modules like GL, AP, AR, FA, IBY, PA, CST, ZX and PSA.
3. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using Oracle Cloud Financials.
4. Technically Strong with Expert Skills in SQL, PLSQL, OTBI/ BIP/FRS reports, FBDI, ADFDI, BPM workflows, ADF Faces, BI Extract for FTP, Payment Integration and Personalization.
5. Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using Oracle Cloud Financials.
6. Strong problem solving skills.
7. Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers.
8. Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities.
9. Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams often.
11. High flexibility so you remain agile in a fast changing business and organizational environment.
12. Create and maintain appropriate documentation for architecture, design, technical, implementation, support and test activities.

Personal Attributes:
1. Self driven and result oriented
2. Strong problem solving/analytical skills
3. Strong customer support and relation skills
4. Effective communication (verbal and written)
5. Focus on relationships (internal and external)
6. Strong willingness to learn new things and share them with others
7. Influencing/negotiating
8. Team player
9. Customer focused
10. Confident and decisive
11. Values Expertise (maintaining professional expertise in own discipline)
12. Enthusiasm
13. Flexibility
14. Organizational skills
15. Values and enjoys coaching/knowledge transfer ability
16. Values and enjoys teaching technical courses

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