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Job Description

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 Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues. Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Career Level - IC3

Responsibilities

About Oracle Customer Success Services

Who better to support Oracle...than Oracle? https://www.oracle.com/support/customer-success-services/

With over 20 years of providing dedicated support to more than 6,000 companies in 100 different countries, services are designed to meet the ever-evolving needs of our customers. By working with them to understand their unique requirements and business goals, Advanced Customer Services helps them embrace the right technology to shape their future and achieve more.

When business continuity is crucial and you need mission-critical support, Oracle Advanced Customer Services offers proactive guidance and preventative services delivered by a dedicated support team. This mission-critical support is to drive high availability across the entire Oracle IT stack—from applications, middleware, and database to servers, storage, and network devices.

Oracle Advanced Customer Services, delivers the high availability and mission-critical support businesses demands. A team of Advanced Support Engineers work closely with customers, both onsite and remotely, to provide 24/7 personalized support. The team combines the knowledge of customer environment and expertise from Oracle Support and Product Development, to help resolve critical issues.

Customer Success Services-Oracle SAAS/SCM Cloud Analyst

Position Overview:

Position is for a Functional Support Analyst with a background in Oracle SAAS Suite of products - Order Orchestration, Inventory, Supply Chain Orchestration, PDH & Costing

Responsible for customer production support, tracking-incidents, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.

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.

It an opportunity to work with Cloud customer. It includes:

Work directly with Customers for Advising on complex use of Oracle products

Resolving highly complex and mission-critical issues

Serve as Situation Manager on highly sensitive issues

Formal mentoring for promoting the technical and professional development of others

Creation/review of Knowledge Articles

Qualifications: Any professional qualification (BE/ B Tech/MCA/ MSc (Comp Science)).

Must have Skills

6-10 years of experience in Implementation, support or upgrade of Oracle SAAS suite of products

Has real-time hands-on functional/product and/or technical experience; and/or worked with L1/L2/L3 level support; and/or having equivalent knowledge.

Ability to relate the product functionality to business processes, and thus offer implementation advices 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 trouble shoot and resolve issues, answers business questions, provides data analysis

Should be able to understand business process flow and perform functional testing as per business requirement with appropriate test scripts

Conduct training and knowledge sharing sessions

Knowledge 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 localizations

Knowledge on Security setup would an added advantage.

Must have very good communication skills , Must be a team player, willing to learn new technologies

Must work in rotational shifts INCLUDING night shifts

Experience in one of the following areas is seen as an advantage:

XML

Java, J2EE and Oracle ADF

SOA and Web Services

PL/SQL, Forms , Reports , Unix Shell Scripts

Discoverer , Workflow, BI Publisher / OTBI Reports

Java / JSP

Web ADI ,OAF , ADF

PaaS Integrations, OIC, SOA, Web Services

Javascript, jQuery, KnockoutJS, NodeJS , HTML, CSS, python

HCM Extract , HDL File Transfers

Others

Exhibit effective analytical skills & organizational skills

Good command over spoken & written English

Interact directly with customers and 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 plus

Strong 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 on a daily basis.

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 Sr. Analyst, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/ Engineering with a 8.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer