Job Description

　　Oracle Customer Success Services provides unmatched, tailored support that ensures your Oracle technology investments deliver the ground breaking innovation and performance your business requires to compete—all while coexisting within your IT environment!

　　Position is for a Techno-Functional Support Analyst with a technical background in Fusion ERP Suite of HCM products responsible for providing excellence to Federal customers 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 correct 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.

　　Responsibilities

　　The key skills put to use daily are - high level of techno-functional skills, Oracle products knowledge, problem solving skills, and customer interaction/service expertise. It an opportunity to work directly with Cloud and On Premise customers. This work includes:

　　Advising on complex use of Oracle products

　　Resolving and handling highly complex and critical customer issues

　　Serve as Situation Manager on highly critical issues

　　Collaborate 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

　　Key Experience:

　　Must have Skills

　　US Citizenship

　　8+ years of demonstrated experience in implementation, support or upgrade of Oracle EBS suite of products with at-least 2 years 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 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 act upon the finding to determine a problem resolution.

　　Work with users to trouble shoot and resolve issues, answers business questions, provides data analysis

　　Should be able to understand business process flow and perform functional testing as per business requirement with appropriate test scripts

　　Conduct training and knowledge sessions

　　Nice to have Skills

　　2 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 and/or 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 on Security setup would an added advantage.

　　Experience in one of the following areas is seen as an advantage: XML, Java, J2EE and Oracle ADF and/or SOA and Web Services

　　Others

　　Exhibit effective analytical skills & organizational skills

　　Good command over spoken & written English

　　Interact directly with customers and 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 interpersonal 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 daily.

　　Education & Experience:

　　Bachelor of Science (Computer Science) or equivalent experience preferred.

　　Other qualifications with adequate experience maybe considered.

　　Does this sound like you? Apply today!

　　#LI-RR2

　　#LI-Remote

　　Disclaimer:

　　Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

　　Range and benefit information provided in this posting are specific to the stated locations only

　　US: Hiring Range: from $37.98 to $76.06 per hour; from $79,000 to $158,200 per annum. May be eligible for equity.

　　Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

　　Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

　　Oracle US offers a comprehensive benefits package which includes the following:

　　Medical, dental, and vision insurance, including expert medical opinion

　　Short term disability and long term disability

　　Life insurance and AD&D

　　Supplemental life insurance (Employee/Spouse/Child)

　　Health care and dependent care Flexible Spending Accounts

　　Pre-tax commuter and parking benefits

　　401(k) Savings and Investment Plan with company match

　　Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

　　11 paid holidays

　　Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

　　Paid parental leave

　　Adoption assistance

　　Employee Stock Purchase Plan

　　Financial planning and group legal

　　Voluntary benefits including auto, homeowner and pet insurance

　　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