Job Description - Technical Analyst 3-Support (20000TZA)
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HCM Cloud Technical
Technical Analyst 3
Position Overview: Require Technical consultant (80% Technical + 20% Functional) in Fusion HCM Cloud Area Position is for a Technical Support Analyst with a technical background in Cloud Fusion ERP Suite of HCM products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases. The main role of a Support Analyst is to troubleshoot and resolve highly complex 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 of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work with Cloud and On Premise customers. This work includes: Work directly with Customers for Advising on complex use of Oracle products Resolving highly complex and mission-critical issues Manage highly complex and critical customer issues Serve as Situation Manager on highly sensitive issues Consult with Management in directing resolution of critical Customer situations Knowledge gain and sharing - achieve knowledge transfer with teammates through Development and delivery of formal team training sessions Formal mentoring for promoting the technical and professional development of others Creation/review of Knowledge Articles Good written and spoken English communication skills –Required Willingness to work in Shifts is Mandatory Location: Bangalore / Hyderabad
Must have Skills 6+ years of experience in Implementation, support or upgrade of Oracle EBS suite of products with at-least 2 implementation/support experience on SaaS HCM Products – Skill set required (Any 4 to 5 of the below Skill set). Hands-on experience on at-least 4 To 5 or more tools– PL/SQL HCM Extracts HCM Data Loader (HDL) Payroll Batch Loader (PBL) Workflow Security BI Publisher OTBI Fast Formula Personalization Approvals Conversions Integrations JCS/Web services PaaS knowledge Candidate having US Customer implementation and Support experience is preferred. Knowledge of FBDI and OTBI reports development 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. Experience in one of the following areas is seen as an advantage: XML Java, J2EE and Oracle ADF SOA and Web Services Experience in Release 12.1.3.x / 12.2.x Oracle Core HR, Absence, Benefits and Payroll, Compensation, Performance, Benefits, Time and Labor 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
Nice to have Skills 1 to 3 years of module knowledge /configuration/troubleshooting experience in Implementation, support or upgrade of Oracle SaaS HCM Suite. Fusion Core HR Fusion Absence Fusion Payroll Fusion Time and Labor Fusion Compensation Fusion Talent Management (Goal and Performance) Fusion Benefits.
Should have good knowledge on Fusion Cloud architecture, setup manager and activities.
Detailed Description and Job Requirements
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)
:Regular Employee Hire