Job Description

This role is responsible for performing solution-related service request configuration for application maintenance. This person will perform scope assessment by gathering information and using application tools for configuring the system including large-scale configurations with efficiency tools. They will apply and execute the change management processes, communicate and shadow end users, and test workflows for accuracy of configuration. They will also perform consultation on solution best practices and standards of build across multiple solutions by collaborating with other analysts. This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements. If the service level requirements are not met, we will pay a portion of the revenue back to the client and additionally be at risk of the client being able to opt out of the contract, resulting in reduced revenue.


Career Level - IC0



In this role, you will provide guidance and real-time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, support entitlements and validation, electronic support troubleshooting, and product availability. Handle open service requests that are dispatched, implement fixes, analyze the software problem, and write case notes in the tracking system. Work is semi-routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. The position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.