Job Information
Oracle Oracle CSS-Advanced Customer Services-Oracle SAAS/FINANCE/ Cloud Analyst in NOIDA, India
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
Position Overview:
The Position is for a Functional Support Analyst with a technical 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.
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 EBS suite of products with at least 1 implementation experience on SaaS ERP Finance– AR, AP, GL, Cash Mgmt, Fixed Assets, etc..
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 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 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
Nice to Have Skills
5 to 6 years of experience in Implementation, support, or upgrade of Oracle SaaS Fusion Financials.
Hands-on Configuration experience on at least one or more modules –
Fusion Accounts Receivables Cloud,
Fusion Payables Cloud,
Fusion GL, Accounting Hub
Should have good knowledge of Fusion Cloud architecture, setup manager, and activities.
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 Chinese localizations
Knowledge of Security setup would be an added advantage.
Experience in one of the following areas is seen as an advantage:
PL/SQL
XML
Java, J2EE, and Oracle ADF
SOA and Web Services
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.
Others
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.
Education & Experience:
BE, BTech, MCA , CA or equivalent preferred. Other qualifications with adequate experience may be considered.
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