Senior Analyst
4 months ago
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.
Career Level -
Customer Success Services-Oracle SAAS PPM Cloud Specialist
Position Overview:
The Position is for a Functional Support Analyst with a technical background in Fusion ERP Suite of PPM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, solve, and resolution of complicated and critical cases. The main role of a Support Analyst is to fix and resolve highly sophisticated 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 customers. It includes:Work directly with Customers forAdvising on complex use of Oracle productsResolving highly sophisticated and mission-critical issuesManage highly sophisticated and critical customer issuesServe as Situation Manager on highly sensitive issuesConsult with Management in directing resolution of critical customer situationsKnowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessionsFormal mentoring for promoting the technical and professional development of othersCreation/review of Knowledge ArticlesQualifications:
Must Have Skills 6-10 years of experience in Implementation, support, or upgrade of SaaS ERP suite of products with at least 1 implementation experience on SaaS PPM Products – Projects Contract Billing , Project SLA, Project Foundation-Costing, Project FoundationHas 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 scriptsConduct training and knowledge sharing sessions Nice to Have Skills 6 to 10 years of experience in Implementation, support or upgrade of Oracle SaaS PPM knowledge on Fusion Cloud architecture, setup manager and activities.Knowledge of FBDI and OTBI reports developmentKnowledge 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 localizationsKnowledge of Security setup would be an added advantage.Experience in one of the following areas is seen as an advantage: XMLJava, J2EE and Oracle ADFSOA and Web Services 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 plusStrong 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 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 have very good communication skills, Must be a team player, willing to learn new technologies and work in rotational shifts.Education & Experience:
Academics:
(Computer Science)/BE or equivalent preferred. Other qualifications with adequate experience may be considered. Diversity and Inclusion:An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
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