Job Description

　　Who is Advanced Customer Services?

　　First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.

　　Being part of Advanced Customer Services organization, you get an opportunity in the lifecycle management of the solution. As customers’ operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichment to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).

　　Role Description

　　As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

　　Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 7 years experience with Core products or eight years experience with Applications products, BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with 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).

　　Essential Duties:

　　This position is for an experienced professional with a hands-on functional background in the Oracle ERP (SaaS) suite of products. Ideal candidate understands not only the concepts of Customer Financials business environment.

　　Responsible for supporting critical business operations.

　　Works independently to provide quality services to multiple customer engagements.

　　Performs varied and complex duties and tasks that need independent judgment to support Oracle products and technology to meet customer needs.

　　Applies Oracle methodology, company procedures, and leading practices.

　　Perform root cause analyses and recommend meaningful updates to the following functional and operational items: dimensionality and hierarchies, business rules code, metadata properties, data forms and reports, data management processes and others as needed

　　Provide input to help guide the development of customer solutions (pre-implementation), as well as address customer questions and concerns regarding the functionality of their Oracle ERP environments (post-implementation, ongoing maintenance)

　　Collaborate with offshore team members and business customers globally

　　Customer Management

　　Ability to understand customer urgency and sensitivity of the problem

　　Strong Verbal and Written communication skills

　　Primary Skills

　　Cloud Financials - GL, AP, AR, FA, CE, Expenses

　　Other Skills - ITIL Foundation, Escalation Management, Problem Management

　　Should have Implementation, support or upgrade of Oracle SaaS Financials Suite of products with at-least 1 implementation experience on SaaS Financials

　　Experience in understanding customer requirement

　　Customer facing and Good communication

　　Experience on working on Agile Methodology

　　Good communication skills

　　As a primary point of contact for customers, should be responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues

　　Experience with all aspects of the system – support, testing and Pre & Post implementation activities

　　Resource should be able to independently work on Support and resolving issues

　　Resource should be able to investigate, analyze and provide solution for any customer specific requirements

　　Work with OMCS/DBA team. Knowledge of SRs, RFCs and My Oracle Support is required

　　Lead the team through all aspects of service delivery

　　Foreign language proficiency (Italian, German, Spanish, Dutch, Swedish)

　　Responsibilities

　　As a Principal Support Engineer, you will offer strategic technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem solving/problem avoidance team, routinely sought after to address extremely complex, critical customer issues. Services may be frequently provided by on-site customer visits.

　　About Us

　　An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

　　In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

　　Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

　　At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

　　That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

　　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