Job Description

:Department Description
CSS OU DevOps is tasked with enabling the delivery of digital learning solutions for customers, partners, and employees, a single global Web presence for Oracle University with integrated registration and payment systems and a comprehensive and integrated repository of courseware and customer data.Brief :
The Technical Support Analyst will assist in managing the daily operations of the Learning Management System (LMS) at both an organisational and system-specific level. This role reports directly to the Learning Support Manager.Detailed :
As a Support Analyst, you will be responsible for resolving post-sales non-technical customer inquiries via phone and electronic means, as well as addressing technical questions related to the use and troubleshooting of our Digital Learning products and services. You will serve as the primary point of contact for customers, facilitating relationships with our Support team and providing guidance to internal employees on various customer situations and escalated issues.Responsibilities:
Organisational:
Participate in content development and evaluation initiatives.
Contribute to process and product improvement initiatives.
Participate in strategic planning and business plan development for Digital Learning products and services.System-Specific:
Provide support for customer, partner, and employee service requests.
Create and manage training events.
Handle manual orders and special access requests.
Develop and execute test plans.
Log and track enhancement requests/bugs.
Revise OU Online administration procedures and guides.
Diagnose and resolve customer support issues.
Update OU Online roles and permissions, and manage user privileges (individuals/user groups).Qualifications:
Professional:
Strong written and verbal communication skills.
Self-motivated, mentorship-capable, quick learner, and team player.
Excellent organisational skills with great attention to detail.
Ability to thrive in a high-pressure, dynamic environment.
Demonstrated ability to multitask and prioritise projects.
Comfort working at all organisational levels.
Handling confidential/proprietary information in a professional manner.
Adherence to established guidelines and procedures while meeting deadlines.Training and Technology:
Knowledge of Internet technologies and training content integration and delivery strategies.
Familiarity with any Learning Management System (LMS). Knowledge of Oracle Technologies (RDBMS) is desired but not required.
Familiarity with Java Technologies is desired but not required.Education and Experience:1+ years of experience in implementing or managing technology-based training and online learning solutions.Willingness to work in various shifts, including the US Time Zone, and availability to work on Saturdays and Sundays.It is an expectation that individuals in this role are adaptable to future change depending on the demands from the business. These changes may require alterations to the example responsibilities above and flexibility over the working hours.Career Level - IC1Responsibilities:Department Description
CSS OU DevOps is tasked with enabling the delivery of digital learning solutions for customers, partners, and employees, a single global Web presence for Oracle University with integrated registration and payment systems and a comprehensive and integrated repository of courseware and customer data.Brief :
The Technical Support Analyst will assist in managing the daily operations of the Learning Management System (LMS) at both an organisational and system-specific level. This role reports directly to the Learning Support Manager.Detailed :
As a Support Analyst, you will be responsible for resolving post-sales non-technical customer inquiries via phone and electronic means, as well as addressing technical questions related to the use and troubleshooting of our Digital Learning products and services. You will serve as the primary point of contact for customers, facilitating relationships with our Support team and providing guidance to internal employees on various customer situations and escalated issues.Responsibilities:
Organisational:
Participate in content development and evaluation initiatives.
Contribute to process and product improvement initiatives.
Participate in strategic planning and business plan development for Digital Learning products and services.System-Specific:
Provide support for customer, partner, and employee service requests.
Create and manage training events.
Handle manual orders and special access requests.
Develop and execute test plans.
Log and track enhancement requests/bugs.
Revise OU Online administration procedures and guides.
Diagnose and resolve customer support issues.
Update OU Online roles and permissions, and manage user privileges (individuals/user groups).Qualifications:
Professional:
Strong written and verbal communication skills.
Self-motivated, mentorship-capable, quick learner, and team player.
Excellent organisational skills with great attention to detail.
Ability to thrive in a high-pressure, dynamic environment.
Demonstrated ability to multitask and prioritise projects.
Comfort working at all organisational levels.
Handling confidential/proprietary information in a professional manner.
Adherence to established guidelines and procedures while meeting deadlines.Training and Technology:
Knowledge of Internet technologies and training content integration and delivery strategies.
Familiarity with any Learning Management System (LMS). Knowledge of Oracle Technologies (RDBMS) is desired but not required.
Familiarity with Java Technologies is desired but not required.Education and Experience:1+ years of experience in implementing or managing technology-based training and online learning solutions.Willingness to work in various shifts, including the US Time Zone, and availability to work on Saturdays and Sundays.It is an expectation that individuals in this role are adaptable to future change depending on the demands from the business. These changes may require alterations to the example responsibilities above and flexibility over the working hours.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

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