Job Description

Position Overview:

The Position is for a Functional Support Analyst with a functional background in the Fusion ERP Suite of products responsible for providing excellence in customer service support, track-incidence, diagnosis, replication, troubleshooting, and resolution of complicated and critical cases.

Minimum experience in any of the following 5 modules - Cloud Project Portfolio Management Modules like Projects Foundation, Costing, Billing, Contract and Grants.

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 techno-functional skills, Oracle products knowledge, problem-solving skills, and customer interaction/service expertise. It is 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

Qualifications:

Must-Have Skills

• 6 to 9 years of experience in Implementation, support, or upgrade of Oracle Cloud Project Portfolio Management Modules like Projects Foundation, Costing, Billing , Contract and Grants.
• Has 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 an ability to read and decipher software Log and Trace files, as well as an 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 scripts
• Conduct training and knowledge sharing sessions

Others

• Experience minimum in any of the following 5 modules - Cloud Financial Modules like GL, AP, AR, FA, IBY, PA, CST, ZX and PSA is an added advantage
• 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 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.

Personal Attributes:

• Self driven and result oriented
• Strong problem solving/analytical skills
• Strong customer support and relation skills
• Effective communication (verbal and written)
• Focus on relationships (internal and external)
• Strong willingness to learn new things and share them with others
• Influencing/negotiating
• Team player
• Customer focused
• Confident and decisive
• Values Expertise (maintaining professional expertise in own discipline)
• Enthusiasm
• Flexibility
• Organizational skills
• Values and enjoys coaching/knowledge transfer ability
• Values and enjoys teaching technical courses

Note:

• Working in Shift s is mandatory. Candidate should be open to work in evening and night shifts on rotation basis.
• The position is based out of Bangalore, Hyderabad, Noida.
• Education & Experience:
  
  
  

Academics: BE, BTech, MCA , CA or equivalent preferred. Other qualifications with adequate experience may be considered.

Career Level - IC3

Responsibilities

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.

About Us

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We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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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.