Service Request Analyst
28d ago

Preferred Qualifications

Job Title : Service Request Analyst, CloudOperations

Grade : IC2 orabove based on skills & experience

Purpose : Asa Service Request Analyst, you will be focused on improving time to respond, accuratedata collection for internal and external service requests.

Additionally, you will have the opportunityto create future automation and tooling that will allow us to continuouslyimprove our service.

Your role in drivingimprovements in response time, accuracy and velocity will delight our customerswith and while reducing costs of Operations.

Location : India-Bengaluru / Hyderabad

Description : Weare looking for a strong Service Request Analyst who will help ensure the24x7x365 service request function for Oracle’s SaaS services

You will leverage excellence in communication,technical / business analysis, problem solving and attention to detail tomethodically resolve issues.

Technically, you will understand the full techstack of SaaS services you support (OS, Middle Tier and Database) and are ableto dig deep into the service to determine how to best to respond to ServiceRequests.

Further, you will drive improvements through the developmentof tools and engage partner teams to drive up self-service and minimize Time toRespond.

We will look to the Service RequestAnalyst to continually review and enhance systems, methods andapplications to enable the delivery of a positive customer experience to highlyacclaimed hosted products such as HCM, Taleo Cloud Service, OracleService Cloud, Oracle CRM and more.

As a member of theOracle Cloud Operations team, you will be surrounded by willing to help individuals representing some of the brightest and most innovative minds in theindustry.

You will be a part of anorganization that prides itself on providing training, empowerment, and careerprogression.

Responsibilities :

  • Respond to Service Request on timely fashion
  • Provide accurate data in Service Request andexecute the steps provided in Service Request
  • Communicate with professionalism and precisionto internal and external customers
  • Identify and work with engineering to implement opportunitiesfor automation
  • Manage the coordination, documentation andtracking of critical service requests, ensuring rapid and complete requestfulfillment
  • Work upstream with Product Support, ServiceOperations and Oracle Development organizations to develop and maintainstandard operator procedures and improve time to respond / resolution.
  • Knowledge, Skills, Abilities, and Background

  • Able to work as part of a shift in a 24x7x365 operations team. Must be willing to work non-standard work shift including evenings, holidays and weekends.
  • University degree in the field of computer science or equivalent with 3+ years work experience in IT industry
  • Excellence in verbal and written communication. Ability to communicate with all levels during critical events
  • Strong Technical background in large scale application stacks.
  • System administration experience of Linux or Windows Server is required
  • Oracle Database or MS SQL Server administration knowledge is required.
  • Understanding of any one or more of Apache, Tomcat, JBoss, MySQL, Microsoft IIS, Oracle Fusion Middleware is required
  • Knowledge of Taleo Enterprise Edition, Eloqua, RightNow, Responsys, Fusion setup / administration is a plus
  • Working knowledge of ITIL framework / certification is a plus.
  • Knowledge of JIRA, Confluence, Oracle CX a plus.
  • Good interpersonal skills with ability to present ideas in business-friendly and user-friendly language.
  • Highly self motivated and directed with keen attention to detail.
  • Proven analytical and problem-solving skills with strong customer service orientation.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Detailed Description and Job Requirements

    Work with Oracle's world class technology to develop, implement, and support Oracle's global infrastructure.

    As a member of the IT organization, assist with the analyze of existing complex programs and formulate logic for new complex internal systems.

    Prepare flowcharting, perform coding, and test / debug programs. Develop conversion and system implementation plans. Recommend changes to development, maintenance, and system standards.

    Job duties are varied and complex utilizing independent judgment. May have project lead role. BS or equivalent experience in programming on enterprise or department servers or systems.


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