Job Description

Job Description:

We are seeking a highly skilled Senior Support Analyst to join our IT Healthcare Support organization. This role is crucial in enhancing our ability to provide exceptional support and maintain strong relationships with our key customers, including Federal, High Touch, and premier (AMS) clients. The ideal candidate will have 3 to 5 years of experience in customer support, data analysis, and managing contractual obligations.

Qualifications:

• Bachelor’s degree in a related field or equivalent experience.

• 3 to 5 years of experience in customer support, data analysis, and managing contractual obligations, preferably within the IT healthcare industry.

• Strong analytical skills with the ability to interpret complex data and develop actionable insights.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.

• Experience in managing internal projects and creating training programs.

• Proven ability to ensure contractual compliance and manage SLAs effectively.

• Ability to work independently and as part of a team, managing multiple priorities in a fast-paced environment.

Why Join Us:

Join a dynamic and growing team dedicated to providing exceptional support to our most critical customers. We offer a collaborative work environment where your insights and expertise will directly impact our success and customer satisfaction. If you are passionate about customer support and have a strong background in data analysis and project management, we want to hear from you!

Career Level - IC3

Responsibilities

Key Responsibilities:

Customer Liaison: Act as the lead customer liaison for 4-10 strategic, top-revenue support accounts. Build and maintain strong relationships by attending one-on-one meetings with representatives from these strategic accounts to understand their needs and provide tailored support.

Data Analysis: Analyze customer data to identify trends, top contact drivers, and pain points. Utilize these insights to develop strategies that enhance customer support and address evolving client needs.

Contractual Compliance: Review and analyze complex Service Level Agreements (SLAs) and other contracts to ensure compliance and minimize potential penalties. Collaborate with clients and internal teams to uphold all contractual obligations.

Reporting and Analytics: Generate comprehensive reports and provide data-driven insights to support internal teams and inform strategic decision-making. Curate data for senior executives to highlight key performance metrics and identify areas for improvement.

Internal Project Management: Manage internal projects, including creating training curricula and schedules, presenting across lines of business, and identifying productivity improvement opportunities. Coordinate and prepare Premier Analysts for customer visits and provide employee mentoring.

Global Workforce Management: Conduct statistical analysis and develop strategies to optimize global support team efficiency and effectiveness.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $26.97 to $54.13 per hour; from $56,100 to $112,600 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

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