Systems Analyst 2-Support

4 weeks ago


Bengaluru, India Oracle Full time

The System Analyst II is a contractually committed premium support role within the OHGIU organisation. This role will support clients on critical patient safety issues and financial revenue. This is a new role at the Professional 2 job level with the BLR Tier II/Tier III team as part of the Application Management Services (AMS) business group. This team provides Millennium and Soarian Solutions support on a 24x7x365 basis to clients in Asia Pacific, Australia, and the US and is crucial to Oracle Cerner's global delivery since it oversees both incident management and change management. The clients record service requests for data extracts, application/functionality concerns, and analyses of certain data instances. According to contractual obligations, each request has a "Service Level Agreement" that needs to be met to the tune of 95%, or else we need to pay the penalty specified specifically for each client in the contract with Oracle Cerner. Every support associate responds to client-submitted tickets that affect revenue.

As a Systems Engineer, you will interface with the customer's IT staff on a regular basis. Either at the client's site or from a remote location, you will be responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds for Oracle products. You should have knowledge of some Oracle products and one platform that is being supported. You will be expected to work with only general guidance from senior engineers and management and, in some areas may work independently.



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