Job Description

What you will do


• The Position is for a Techno Functional Support Analyst with a technical background in Fusion 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 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
+ 10+ years of experience in Implementation, support, or upgrade of SaaS HCM suite of products with at least 1 implementation experience on SaaS HCM Products - Core HR, Absence, Benefits, Extracts, HDL Loader, Workflow, BI Publisher and knowledge on Oracle Integration Cloud.
+ Experience in Release 12.1.3.x / 12.2.x Oracle Core HR, Absence, Benefits, and Payroll
+ 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
+ 10 to 12 years of experience in Implementation, support or upgrade of Oracle SaaS HCM Suite.
+ Hands-on Configuration experience on at least three or more tools-
- HCM Extracts
- HCM Data Loader (HDL)
- Payroll Batch Loader (PBL)
- Workflow
- BI Publisher
- Fast Formula
- Personalization
- PL/SQL
+ Should have good knowledge on 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 localizations
+ Knowledge of Security setup would be 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
• 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.
+ Should have demonstrated experience in Managed Services that include Client Relationship Management, Offshore Delivery Management, Project/Program Management, contribution to Business & Revenue Growth, significant contributions in the area of successful delivery of KPIs to the customer.
Must have very good communication skills, Must be a team player, willing to learn new technologies and work in rotational shifts. Should be a Strong Techno Functional Lead, able to manage a large team and support SLAs for the EBS and Cloud/SaaS customers.
+

Education & Experience:

Academics:

• B.E/ B.Tech (Computer Science) or equivalent preferred.
• Other qualifications with adequate experience may be considered.

Career Level - IC4



What we will offer you


• A competitive salary with exciting benefits
• Flexible and remote working so you can do your best work
• Learning and development opportunities to advance your career
• An Employee Assistance Program to support your mental health
• Employee resource groups that champion our diverse communities
• Core benefits such as medical, life insurance, and access to retirement planning
• An inclusive culture that celebrates what makes you unique
At Oracle, we don't just respect differences -- we celebrate them. We believe that innovation starts with inclusion, and that to create the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all kinds of people can do their best work. When everyone's voice is heard and valued, we're inspired to go beyond what's been done before.


https://www.oracle.com/corporate/careers/diversity-inclusion/